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Jimmy Irawan
PT Astra International Tbk. — TSO
Decision Sciences, Operations Research & Management

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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. 
Co-Authors Bobby Oedy P. Soepangkat Sony Sunaryo