USULAN PERBAIKAN PELAYANAN BENGKEL NISSAN HALIM DENGAN METODE SERVQUAL, IPA, DAN QFD

Abstract

Abstract. This thesis aims to measure the quality of services provided by Nissan
Halim. This study compares the levels of service according to the customer's
expectations with the work done so far. The method used in this research is
descriptive analysis method qualitative data collection method through literature
study, observation and questionnaires. To determine the gap between perception
and expectations of customers used the method ServQual. Results ServQual found
that the quality of service provided does not meet customer expectations with the
biggest gap found on factors thoroughness of work performed servicing To
determine the performance which need to be rectified used Importance
Performance Analysis. Results IPA found that the factors completeness of the
service work performed, front linernya responsive, the operational time of the
workshop according to your schedule, as well as the reasonableness of the price
that needs to be fixed. Meanwhile, to suggest improvements to the company
conducted method of Quality Function Deployment. QFD results provide the
benchmark improvement in the booking system, the number of technicians,
service allocation, role play SA, service tools and technician skill that needs to be
improved so that the results could change science.
Keywords: Service Quality, Customer Satisfaction, ServQual, IPA, QFD