ANALISIS KUALITAS PELAYANAN BENGKEL RESMI SEPEDA MOTOR HONDA DI AHASS 8171 TUGU PERMAI MOTOR

Solikhati, Latifah Anis (2015) ANALISIS KUALITAS PELAYANAN BENGKEL RESMI SEPEDA MOTOR HONDA DI AHASS 8171 TUGU PERMAI MOTOR. D3 thesis, Universitas Negeri Jakarta.

Preview	Text Cover.pdf Download (831kB) | Preview
Preview	Text Table_Of_Content.pdf Download (177kB) | Preview
Preview	Text Chapter_1.pdf Download (160kB) | Preview
	Text Chapter_2.pdf Restricted to Repository staff only Download (372kB) | Request a copy
	Text Chapter_3.pdf Restricted to Repository staff only Download (328kB) | Request a copy
Preview	Text Chapter_4.pdf Download (101kB) | Preview
Preview	Text Bibliography.pdf Download (167kB) | Preview

Abstract

LATIFAH ANIS SOLIKHATI. 2015. 8223128292.Analysis Of The Service Quality Authorized Repair Shop Honda Motorcycle At AHASS 8171 Tugu Permai Motor.Marketing Diploma Studies Program. Department of Management. Faculty of Economics. Jakarta State University. Important for service providers to determine how customer perceptions about the quality of services rendered, the study aims to analyze how the quality of services provided by AHASS Tugu Permai Motor by comparing the level of expectations and level of customer perception of the five dimensions of service quality that includes: (1) Tangibles, (2) Reliability, (3) Responsiveness, (4) Assurance and, (5) Empathy This research uses descriptive statistical analysis using the method SERVQUAL gap 5 which compares the level of expectation and perception levels. Data collection techniques in this study using questionnaire data, interviews, and observations. Population research are customer AHASS Tugu Permai Motor for one month as many as 400 customers. These samples included 25% of the population, namely 100 respondents. The sampling technique used is accidental sampling. These results indicate that, consumer perceptions of the five dimensions of service is still contained some attributes in the dimension of service such as the dimensions of tangibles, the dimension of reliability, the dimensions of responsiveness and, the dimensions of empathy are considered not able to fulfill what is expected of customers of the quality that should be given, meaning the attributes are considered less of a good quality. Thus, needs to be improved to attributes that are considered less is to improve the quality of service is better. Meanwhile, the dimensions of the guarantee is considered the most good dimensional quality of His ministry because of all the attributes in the dimension of assurance has met the expectations of the customers.

Actions (login required)

View Item