Analisis Kualitas Jasa Pelayanan Bengkel Auto2000 Sukun Malang Dengan Metode Servqual

Mayasari, Adriyana Dewi (2017) Analisis Kualitas Jasa Pelayanan Bengkel Auto2000 Sukun Malang Dengan Metode Servqual. Sarjana thesis, Universitas Brawijaya.

Abstract

Auto2000 adalah jaringan jasa penjualan, perawatan, perbaikan dan penyediaan suku cadang Toyota. Auto2000 Sukun Malang memiliki permasalahan kualitas, yaitu mengenai masih banyak terdapat keluhan pelangan terkait dengan jasa yang diberikan. Berdasarkan data keluhan pelanggan pada general repair service bulan oktober 2016 diketahui jumlah keluhan sebanyak 167 keluhan. Untuk meningkatkan kepuasan pelanggan, maka perlu dilakukan analisis tingkat kualitas pelayanan jasa. Tujuan dari penelitian ini antara lain yaitu mengetahui atribut yang memiliki kesenjangan (gap) terbesar dan memberikan rekomendasi perbaikan kepada Auto2000 Sukun Malang sehingga diharapkan dapat meningkatkan kualitas pelayanan dan kepuasan pelanggan. Penelitian ini dilakukan pada Bengkel Auto2000 Sukun menggunakan metode Servqual untuk mengetahui kesenjangan (gap) antara persepsi dan harapan pelanggan. Tahapan penelitian ini dimulai dengan studi lapangan, studi literatur, identifikasi masalah, perumusan masalah, penetapan tujuan penelitian. Tahapan selanjutnya yaitu pengumpulan dan pengolahan data. Pada tahap pengolahan data, antara lain penyusunan kuisioner, penyebaran kuisioner, perhitungan nilai persepsi dan harapan (ekspektasi) serta mengukur nilai kesenjangan (gap). Penyusunan kuisioner dilakukan berdasarkan lima dimensi kualitas dan tahapan proses jasa. Lima dimensi kualitas jasa yaitu tangible, reliability, responsiveness, assurance, dan empathy. Untuk tahapan proses jasa dibagi menjadi pra service, service, dan pasca service. Selanjutnya dilakukan analisis dan pembahasan, rekomendasi perbaikan, kesimpulan dan saran. Hasil dari penelitian ini yaitu didapatkan nilai rata-rata persepsi adalah 4,17 dan nilai rata-rata ekspektasi sebesar 4,52 sehingga didapat nilai gap atau kesenjangan total sebesar -0,344. Berdasarkan tahapan proses jasa diketahui bahwa tahap pra-service memiliki nilai gap sebesar -0,28, service sebesar -0,36, dan pasca-service sebesar -0,30. Berdasarkan dimensi kualitas nilai gap dimensi yaitu Reliability sebesar -0,423, Empathy sebesar -0,250, Responsiveness sebesar -0,274, Tangible sebesar -0,372, Assurance sebesar -0,368. Atribut yang memiliki gap terbesar akan diberikan rekomendasi perbaikan sehingga terdapat 6 atribut yaitu pernyataan 10, pernyataan 22, pernyataan 20, pernyataan 23, pernyataan 18, dan pernyataan 21. Pernyataan 10 mengenai lama waktu antrian untuk mendapatkan pelayanan Service Advisor (SA). Pernyataan 22 mengenai kebersihan bagian dalam (interior) dan bagian luar (eksterior) kendaraan setelah service. Pernyataan 20 mengenai kesesuaian estimasi biaya service dengan biaya yang harus dibayarkan. Pernyataan 23 mengenai hasil pengerjaan service sudah sesuai dengan permintaan dan keluhan pelanggan. Pernyataan 18 mengenai ketepatan waktu penyelesaian kendaraan sesuai dengan waktu yang telah dijanjikan kepada pelanggan. Pernyataan 21 mengenai keamanan barang-barang dan kelengkapan pelanggan pada kendaraan. Dari masing-masing atribut tersebut, diberikan saran rekomendasi perbaikan kepada perusahaan agar diharapkan dapat meningkatkan kualitas pelayanan dan kepuasan pelanggan.

English Abstract

Auto2000 is a service network of sales, maintenance, repair and supplier of Toyota parts. Auto2000 Sukun Malang has quality problems, that is about customer complaints related to the services. Based on general repair service data in October 2016 known the total number of complaints are 167. To improve the customer satisfaction, it is necessary to analyze service quality. The purpose of this research is to know the attributes that have the biggest gap and provide recommendations to the Auto2000 Sukun Malang workshop so can improve the quality of service and customer satisfaction. This research was conducted at Auto2000 Sukun Workshop using Servqual method to know the gap between perception and customer expectation. Stages in this study begin with field studies, literature studies, problem identification, problem formulation, goal setting research. Second, is collecting and processing data. At the stage of data processing, we conduct preparation of questionnaires, questionnaire distribution, calculation of perceptual values and expectations, and measure the gap between perception and expectations. Preparation of questionnaires is based on the five dimensions of quality and service process stages. Five dimensions of service quality are tangible, reliability, responsiveness, assurance, and empathy. For that stage of the service process is divided into pre service, service, and post service The next stage is analysis and discussion, recommendations for improvement, conclusions and suggestions. The result of this research is showed that the average value of total perception is 4.17 and the average value of expectation is 4.52, so the gap value is -0.344. Based on the service process stage, the pre-service stage has a gap value of -0.28, service -0.36, and post service of -0.30. Based on the quality dimensions, the gap value on each dimension show Reliability of -0.423, Empathy of -0.250, Responsiveness of -0.274, Tangible of -0.372, Assurance of -0.368. The attributes that have the greatest gap will be given recommendation improvement for the 6 attributes of statement 10, statement 22, statement 20, statement 23, statement 18, and statement 21. Statement 10 on queue duration for Service Advisor (SA) service. Statement 22 is the cleanness of interior and exterior of the vehicle after service. Statement 20 is the appropriateness of the estimated service cost to the actual service cost. Statement 23 is the results of the service is in accordance with customer's request and complaint. Statement 18 is the conformity with the time promised to the customer. Statement 21 is the safety of goods of the customer on the vehicle. From each of these attributes, there are given suggestions for improvement recommendations to the company to improve the quality of service and customer satisfaction.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FT/2017/930/051708773
Uncontrolled Keywords: Service Quality, Gap, Persepsi, Harapan, Jasa.
Subjects: 600 Technology (Applied sciences) > 670 Manufacturing > 670.4 Special topics of manufacturing
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Budi Wahyono Wahyono
Date Deposited: 20 Sep 2017 06:50
Last Modified: 02 Dec 2020 05:51
URI: http://repository.ub.ac.id/id/eprint/2795
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