Bobby Oedy P. Soepangkat
Institut Teknologi Sepuluh Nopember

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ANALISIS KUALITAS LAYANAN DAN KEPUASAN PELANGGAN DI BENGKEL TOYOTA-A2K Jimmy Irawan; Bobby Oedy P. Soepangkat; Sony Sunaryo
Jurnal Teknobisnis Vol 2, No 1 (2006): Jurnal TEKNOBISNIS
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat- Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1226.395 KB) | DOI: 10.12962/j24609463.v2i1.2816

Abstract

Toyota-A2K auto repair shop, which serves as the center of Toyota authorized after sales service has a mission to support the new cars selling activities by way of providing car treatment and repair services. The service quality within the auto repair shop is ought to be preserved so that the gaps between customers ' perception and expectation can be avoided. The lower the customers ' perception toward the sen•'ice quality than their expectation leads to the customers' dissatisfaction, which then resulted the decrease of customer retention within the overall business cycle. This research designed to measure the customers ' satisfaction level of service quality in Toyota-A2K auto repair shop all the way through five dimensions of service quality; that are tangibles, reliability, responsiveness, assurance, and empathy. The level of customers' satisfaction measured by way of analyzing gap score between customers ' perception and expectation within those five dimensions of service quality. 
PENERAPAN METODA SER VQUAL DALAM MENINGKATKAN KUALITAS PELAYANAN KIRIMAN EKSPRES DI PT BIROTIKA SEMESTA/DHL David N. Kaban; Bobby Oedy P. Soepangkat; Sony Sunaryo
Jurnal Teknobisnis Vol 2, No 1 (2006): Jurnal TEKNOBISNIS
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat- Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1141.899 KB) | DOI: 10.12962/j24609463.v2i1.2821

Abstract

PT Birotika Semesta/DHL is a courier express company which focuses on international shipment. Very tight competition in parcel delivery industry has forced DHL as a market leader to keep innovating and evaluating their services to the customers. A service that has to be delivered to the customers sometimes does not fulfill their expectation. The courier company itself sometimes has a different perception between services that they have delivered to the customers and customer's expectation of the courier services. This research was designed to measure the customer's satisfaction level using Servqual method Specifically, gap l, between management's perception and customer's expectation, and gap 5, gap between expectation and perception of the customers, were measured. Measurement was done through five dimensions of Servqual, which comprised tangiblity, reliability, responsiveness, assurance, and empathy. The result of this research showed that DHL 's customers could be classified into three clusters according to their level of satisfaction. These clusters comprised customers of whose satisfaction levels were: slightly below their expectation, slightly above their expectation, and far below their expectation. Gap 5 analysis on cluster 1 and 2 resulted in the biggest gap was reliability, and that on cluster 3, the biggest gap was responsiveness. Analysis Gap 1 on cluster 1 and 3 resulted in the biggest gap was responsiveness, and there is no gap on cluster 2. Our suggestion was to focus on responsiveness since this dimension has the biggest gap of all
ANALISIS KEPUASAN NASABAH DENGAN METODA SER VQUAL GUNA MENINGKATKAN KUALITAS PELAYANAN PERBANKAN DI PT BANK XYZ Tbk. KANTOR CABANG KEDIRI Andjik Setyo Widodo; Bobby Oedy P. Soepangkat; Sony Sunaryo
Jurnal Teknobisnis Vol 2, No 1 (2006): Jurnal TEKNOBISNIS
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat- Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1375.925 KB) | DOI: 10.12962/j24609463.v2i1.2815

Abstract

Globalization and technological advancement and the resulting high market competitiveness is giving prominence to the issue of the quality of customer service in the service industry sector, leaving practitioners in the sector with no choice but to properly address the issue in order to be competitive. Consequently, assessing customer service quality in the financial service industry such as bank is vital in determining the standard expected of the industry. PT Bank XYZ (Persero) Tbk companie is no exception to this requirement. The purpose of this paper is to examine the level of service quality and customer satisfaction in bank.. The results of this investigation revealed that the service quality of PT Bank XYZ (Persero) Tbk branch of Kediri were unsatisfactory. The results also indicated that customers of bank companies rated. In terms of customer satisfaction, the result revealed that customers of PT Bank XYZ (Persero) Tbk branch of Kediri were not satisfied with the service of these banks. Implications and suggestions for further research are proposed.