IDENTIFIKASI VARIABEL KUALITAS PELAYANAN BENGKEL UNTUK MEMPERBAIKI KUALITAS JASA BENGKEL MOBIL

• Main Author: SAKINA AS, LAILA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/1942
• Institution: Institut Teknologi Bandung

Ibis research is aimed to identify the variables of the automobile maintenance service.seen as importa\'rrt by the consumer and influence the service quality and consumers\' sati.sfxctiorr. The <br /> research was done at PT Srikandi Diamond Motor using Ouahiv Function Deployment (QFD) model. OFD is one of the means used to identify the consumer\'s need to assure that the outcome service <br /> will provide the quality, level required by the consumers and theregfore can satisfy them. <br /> The quality variables in this research are the five dimensions of service quality developed by Zeithmal et.a l named SERVOUAL, namely tangibles, realibility, responsiveness, assurance, and <br /> empahy. <br /> It is found out from the study that the quality service variables seen cis important by consumers are 1) the use of modern and up-todate <br /> equipment, 2) quick and reliable examination and improvement; <br /> 3) providing information required by consumers, d) delivering satisfaction; 5) delivering friendly service and easily contacted by <br /> the consumers. <br /> By knowing the important service variables according to consumers\' view, the service provider is therefore able to identify <br /> which factors of the service are on the priority list will need improvement.