Maulana, Benhaldi and Ir. Nasir Widha Setyanto, ST., MT., IPM., ASEAN Eng. (2022) Analisis Peningkatan Kualitas Pelayanan Pada Bengkel Mobil HONDA PROSPECT MOTOR (HPM) PT. Bintang Artha Guna Malang Dengan Metode SERVQUAL, IPA, dan Indeks PGCV. Sarjana thesis, Universitas Brawijaya.
Abstract
PT. Bintang Artha Guna Malang memiliki divisi bengkel untuk melakukan service pada kendaraan mobil Honda. Berdasarkan hasil kuesioner terbuka masih terdapat keluhan yang dikemukakan oleh pelanggan bengkel atas pelayanan yang diberikan. Adanya keluhan pelanggan menandakan ketidakpuasan atas pelayanan yang diberikan oleh pihak bengkel, sehingga perlu dilakukan suatu analisis dan perbaikan kualitas pelayanan terarah agar pelayanan yang diberikan bisa maksimal. Penelitian ini menggunakan metode Service Quality (Servqual) untuk mengetahui kesenjangan antara persepsi dengan ekspektasi pelanggan terhadap pelayanan tersebut berdasarkan kriteria penilaian yang telah disusun berdasarkan 5 dimensi jasa Servqual yaitu tangible, responsiveness, reliability, assurance, dan empathy. Kemudian menggunakan metode Importance-performance Analysis (IPA) yang menggambarkan hubungan antara tingkat kepentingan dan tingkat performansi yang akan digambarkan dalam analisis kuadran IPA, yang terdiri dari 4 kuadran yaitu Kuadran l : Keep Up the Good Work, Kuadran II : Concentrate Here, Kuadran III : Low Priority, dan Kuadran IV : Cost and Possible Overkill. Kemudian metode indeks Potential Gain in Customer Value (PGCV) untuk menentukan skala prioritas dari kriteria penilaian yang masuk dalam kuadran II dan III IPA. Hasil dari penelitian ini adalah seluruh kriteria penilaian memiliki gap negatif yang berarti ketidakpuasan pelanggan atas pelayanan yang diberikan. Kemudian terdapat 7 kriteria penilaian yang masuk kedalam kuadran II IPA yang menjadi prioritas utama pelayanan yang harus diperbaiki dan 6 kriteria penilaian yang masuk ke dalam kuadran III IPA yang menjadi prioritas kedua yang harus diperbaiki, lalu dilakukan penentuan skala prioritas berdasarkan indeks PGCV. Kriteria penilaian yang masuk kuadran II IPA adalah (P5) Toilet yang bersih dan kering, nilai PGCV 4,3851; (P1) Ruang tunggu peronal bagi pelanggan, nilai PGCV 4,1994; (P24) Karyawan bengkel memberikan perhatian individual terhadap seluruh pelanggan dengan seluruh jenis kendaraan Mobil Honda, nilai PGCV 3,9882; (P8) Ketepatan waktu service kendaraan sesuai dengan yang telah dijanjikan di awal, nilai PGCV 3,8318; (P13) Biaya yang muncul dalam perbaikan yang dilakukan, diberikan kepada pelanggan secara akurat, nilai PGCV 3,8318; (P14) Waktu tunggu untuk mendapatkan pelayanan perbaikan dari Service Advisor tidak lama, nilai PGCV 3,7336; (P15) Penanganan keluhan pelanggan setelah service dilakukan secara tepat dan tanggap dalam memahami keluhan, nilai PGCV 3,7336. Kemudian untuk kriteria penilaian yang masuk dalam Kuadran III IPA adalah (P23) Follow Up mengenai ada tidaknya keluhan setelah melakukan service yang dilakukan oleh pihak bengkel, nilai PGCV 4.833; (P4) Tempat duduk dalam ruang tunggu yang memadai kapasitas, nilai PGCV 4.700; (P17) Ketanggapan dan kemampuan Service Advisor memenuhi permintaan perbaikan dari konsumen dilakukan dengan baik, nilai PGCV 4,700; (P27) Karyawan bengkel berinisiatif untuk membantu pelanggan bengkel yang terlihat kebingungan , nilai PGCV 4,633; (P10) Mekanik mampu memerbaiki kerusakan sesuai dengan keluhan yang disampaikan oleh pelanggan, nilai PGCV 4,466; (P2) Fasilitas ruang tunggu yang memadai ,nilai PGCV 4,433.
English Abstract
PT. Bintang Artha Guna Malang has a workshop division to perform service on Honda cars. Based on the results of the open questionnaire, there are still complaints raised by customers of the workshop for the services provided. The existence of customer complaints indicates dissatisfaction with the services provided by the workshop, so it is necessary to do an analysis and improvement of the quality of targeted services so that the services provided can be maximized. This study uses the Service Quality (Servqual) method to find out the gap between customer perceptions and expectations of the service based on the assessment criteria that have been prepared based on 5 dimensions of Servqual services, namely tangible, responsiveness, reliability, assurance, and empathy. Then use the Importance-performance Analysis (IPA) method which describes the relationship between the level of importance and the level of performance which will be described in the IPA quadrant analysis, which consists of 4 quadrants, namely Quadrant I: Keep Up the Good Work, Quadrant II: Concentrate Here, Quadrant III : Low Priority, and Quadrant IV: Cost and Possible Overkill. Then the Potential Gain in Customer Value (PGCV) index method is used to determine the priority scale of the assessment criteria that are included in Quadrants II and III IPA. The results of this study are all assessment criteria have a negative gap which means customer dissatisfaction with the services provided. Then there are 7 assessment criteria that fall into quadrant II IPA which is the main priority of services that must be improved and 6 assessment criteria that fall into quadrant III IPA which is the second priority that must be improved, which then determines the priority scale based on the PGCV index. The assessment criteria that enter quadrant II IPA are (P5) Clean and dry toilets, PGCV value of 4.3851; (P1) Personal waiting room for customers, PGCV value 4.1994; (P24) Workshop employees give individual attention to all customers with all types of Honda Car vehicles, PGCV value 3.9882; (P8) The punctuality of vehicle service is as promised at the beginning, the PGCV value is 3.8318; (P13) The costs incurred in the repairs made, are given to the customer accurately, PGCV value 3.8318; (P14) The waiting time to get repair services from the Service Advisor is not long, the PGCV value is 3.7336; (P15) Handling customer complaints after service is carried out appropriately and responsively in understanding complaints, the PGCV value is 3.7336. Then for the assessment criteria that are included in Quadrant III IPA are (P23) Follow Up regarding the presence or absence of complaints after carrying out services carried out by the workshop, the PGCV value is 4,833; (P4) Seating in a waiting room with adequate capacity, PGCV value of 4,700; (P17) The responsiveness and ability of the Service Advisor to fulfill customer requests for repairs was carried out well, the PGCV score was 4,700; (P27) Workshop employees take the initiative to help workshop customers who look confused, PGCV value 4.633; (P10) The mechanic is able to repair the damage according to the complaint submitted by the customer, the PGCV value is 4,466; (P2) Adequate waiting room facilities, PGCV value of 4.433.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0522070040 |
| Uncontrolled Keywords: | Kata kunci: Manajemen Kualitas, Service Quality, Importance-Performance Analysis, Indeks Potential Gain Customer Value (PGCV). |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | yulia Chasanah |
| Date Deposited: | 12 May 2022 07:17 |
| Last Modified: | 12 May 2022 07:19 |
| URI: | http://repository.ub.ac.id/id/eprint/190367 |
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