INTEGRASI SERVQUAL, IPA DAN QFD SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN BENGKEL SEPEDA MOTOR (Studi Kasus: Yamaha Dau Motor)
| Main Author: | PARASETIA, RIKI |
|---|---|
| Format: | Thesis NonPeerReviewed |
| Terbitan: |
, 2013
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/15791/ |
Daftar Isi:
- Motorcycle workshop services are one of service that support and important part in motorcycle workshop. This research aims to find the best strategy to increase quality of bike shop services in Yamaha Dau Motor. The research do to find out that there is a gap both services that perceived by management and costumer expectations. By this research, hope to understand if there is a gap between perception and expectation of customer through analysis of caused of the gap problem and determine of variables that should be prioritized for repair through integration method by Servqual, Importance performance of analysis ( IPA) and quality function development (QFD). Servqual is very effective to analyze of differences between perceptions and customer expectations. While IPA is used to find the preferred value for the improvement of the results with the results of the perception of interests. As for the QFD is used to design improved the quality of service in accordance with the requirements desired by the customer and the management capabilities Workshop Yamaha Dau. Based on the results penintegrasian Servqual methods, IPA and QFD should be immediately followed up by a workshop Yamaha Dau is about training your mechanic diagnose the damage to the motorcycle injection, changing the layout of waiting room which is separated from service room, completeness of service tools (addition of F1 Diagnosis tool Tools (F1DT), and injection Preasure F1 Clear) or pamphlets that displayed in outside area, the addition of mechanical, cleaning the lounge area (seating, tv and a clean floor), and the addition of spare parts couter.