ANALISIS KEPUASAN PELANGGAN TERHADAP HASIL KINERJA BENGKELNADER JAYA MOTORDENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSISDAN CUSTOMER SATISFACTION INDEX

Izzuddin, Akhmad (2022) ANALISIS KEPUASAN PELANGGAN TERHADAP HASIL KINERJA BENGKELNADER JAYA MOTORDENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSISDAN CUSTOMER SATISFACTION INDEX. JUSTI (Jurnal Sistem Dan Teknik Industri), 2 (1). pp. 2-3. ISSN 2746-0835

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Abstract

Motorcycles are a very important means of transportation in human activities every day. over time and the development of the era of the motor is not a luxury item or difficult to find in this day and age. The purpose of the study was to determine the level of customer satisfaction with service attributes/components from the workshop and to find out what quality attributes/service components were considered important in determining customer satisfaction at the workshop. concerned need it. Research results test the validity of the results of the test obtained, the value of rcount is greater than the value of rtable for all attributes. while the rehabilitation test value of Cronbach's negligence obtained is 0.936 for performance and 0.884 for expected value. the second value of cronbach's omission is declared reliable because both values of the reliability coefficient are ≥0.6. The customer satisfaction index (CSI) value of 69.445% means that there are still 30.55% of consumers who have not been able to be fully satisfied by the workshop. although the party indicated with a csi value close to 100% it is much better. In conclusion, the value of the level of customer satisfaction with the service of the Nader Jaya Motor workshop is 69.445%, meaning that the customer feels "satisfied" with the service performance. improving the quality of workshop services more optimally must immediately improve on quadrant 1 attributes such as the workshop being fully responsible for the results of the service, the quality of the services provided by the workshop, an explanation of information about the quality of genuine spare parts / not, cleanliness and comfort of the facilities provided by the workshop, parking area spacious and clean, completeness of workshopequipment, punctuality when working on the service with the completion time given by the mechanic, workshop hours, completeness of spare parts

Item Type:	Article
Uncontrolled Keywords:	Importance Performance Analysis, Customer SaticfactionIndex (CSI), Nader Jaya Motor Workshop
Subjects:	Engineering > Industrial Engineering Engineering
Divisions:	Faculty of Engineering > Industrial Engineering Study Program
Depositing User:	Akhmad izzuddin
Date Deposited:	07 Feb 2022 04:20
Last Modified:	07 Feb 2022 04:20
URI:	http://eprints.umg.ac.id/id/eprint/5595

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