Analisis Kualitas Pelayanan Showroom AA Motor Dengan Metode Service Quality Dan Importance Performance Analysis

Nafhani, Muhammad (2025) Analisis Kualitas Pelayanan Showroom AA Motor Dengan Metode Service Quality Dan Importance Performance Analysis. JUSTI: Jurnal Sistem dan Teknik Industri, 5 (3). pp. 342-349. ISSN 2746-0835

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Abstract

In the business world, one of the supporting aspects in running a company is the quality of service provided to customers. Showroom AA is one of the companies engaged in the service sector with the main focus being buying and selling vehicles. Every day more and more competitors emerge which results in the number of customers decreasing. Showroom AA has never analyzed customer satisfaction before this study was conducted, so it is very important to evaluate the quality of customer service in order to survive in this increasingly tight business competition. This study was conducted by combining service quality methodology and Importance Performance Analysis. Based on the findings of this study, it is known that the order of the 5 highest gaps is in the tangibles dimension with code A7 (-1.09), the reliability dimension with code B1 (-1.03), the tangibles dimension with code A5 (-1.01), the empathy dimension with code D1 (-1.01), and the empathy dimension also with code D4 (-0.99). It is known from the Importance Performance Analysis that there are 11 indicators of quadrant I questions that must be prioritized for improvement, namely neat waiting room facilities, strategic location, adequate parking space, neat staff appearance, comfortable environment, punctuality as promised, staff understanding of consumer needs, staff concern for consumer satisfaction, prioritizing consumer interests in work, always ending by saying thank you to consumers, and staff have high moral values.

Item Type:	Article
Uncontrolled Keywords:	Service Quality, Importance Performance Analysis, Customer Satisfaction, Customer Interest
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	MUHAMMAD NAFHANI
Date Deposited:	12 Jun 2025 03:10
Last Modified:	12 Jun 2025 03:10
URI:	http://eprints.umg.ac.id/id/eprint/13843

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