TA DIGITAL
Analisis GAP antara pelayanan yang diterima dengan harapan pelangggan atas kualitas pelayanan jasa service pada bengkel Nasmoco Pemuda Semarang
Gap analysis is one of the analysis used to measure the level of difference or Gap between two variables. This analysis would to describe the respondent’s characteristic, to determine improvement strategy of service quality using cartecius analysis, and to analyze whether there were any differences between the perceived service with the expected service by the service quality of Nasmoco Workshop Pemuda Semarang. The sample taken were amounting to 60 Respondents from the customer who used service from Nasmoco workshop
Pemuda Semarang.
The method of analysis used was Customer’s satisfaction index analysis. The analysis would show whether the customer were satisfied or not with the service. If the result is above average it means that the customers were satisfied but if the result is below average than it means that the customers were not satisfied.
Based on the result of the analysis, it shows a differences of perceived service which was mounted to 3.093 and the average of the expected service which is a mounted to 3.523. according to the Cartecius analysis, it also shows the factors that were not satisfying since it were placed in section A and C. This factors of the comfort and cleanliness of waiting room, the workers’ capability to estimate the service time and the cost proper with service quality, the proper of warranty spare part equal the cost, stock of spare part in workshop, the
capability to solve customers complain, and the workers want to help customers.
The factors that were satisfying since it was placed in section B and D were the performance of workers, the quick and correct help to customers, friendliness and hospitality of workers, the cashier’s skill in payment process, the worker’s ability to solve customers questions, the result maintenance, the original of spare part, the payment process easy, the workers want to hear and give an idea to the customers in take decision, the attention to hear customer complain and the question of workers to make sure customers problems.
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