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All Journal Competitive Logistik Journal of Economics and Business UBS Jurnal Cahaya Mandalika JOURNAL SCIENTIFIC OF MANDALIKA (JSM) Jurnal Ekonomi dan Industri Fakultas Ekonomi Universitas Krisnadwipayana Merpati: Media Publikasi Pengabdian Kepada Masyarakat Politeknik Pos Indonesia Journal Transformation of Mandalika Innovative: Journal Of Social Science Research JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah
Dani Leonidas Sumarna
Universitas Logistik Dan Bisnis Internasional
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Medicine & Pharmacology Physics Public Health Social Sciences Transportation Other

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Journal : Journal Transformation of Mandalika

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ANALISIS KUALITAS PELAYANAN BENGKEL DEALER TOYOTA TERHADAP KEPUASAN PELANGGAN PADA PT. ASTRA INTERNATIONAL TBK - AUTO 2000 CABANG SUCI BANDUNG MENGGUNAKAN METODE GAP ANALYSIS DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) Irfan Fahriza; M. Ardhya Bisma; Dani Leonidas Sumarna
Journal Transformation of Mandalika Vol. 4 No. 10 (2023): JOURNAL TRANSFORMATION OF MANDALIKA
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia (IP2MI)

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Abstract

One of the branches in the West Java area is Auto 2000 Suci Bandung branch, problems that occur at PT. Astra Internasional Tbk –Auto 2000 Suci Bandung branch has an average Customer Satisfaction rating rating of 7.5. From these results are still below the standard of customer satisfaction at PT. Astra Internasional Tbk –Auto 2000 Suci Bandung branch with a minimum value of 9. In this study, the author establishes the research method to be used to solve the problem that has been formulated. So that the method used by the author is the servqual model to measure the service quality of each dimension's attributes and the Importance performance analysis (IPA) method to measure the extent between the performance that can be felt by customers and the level of satisfaction desired by customers using the help of the Statistical Product and Service Solution (SPSS) application. It can be concluded that there are 4 attributes as the top priority in quadrant A, where quadrant A needs to be improved in each attribute, the level of suitability of the attribute percentage value is not up to 100%, then the performance of these attributes needs to be improved while the percentage of attributes that are up to 100% has met customer expectations. The overall average level of suitability is 96%, where the performance of PT Astra Internasional Tbk-Auto2000 Suci Bandung branch has not met customer expectations. The number of average scores for expectations (Importance) 92.62 and the number of average performance scores (Performance) 90.65 with a gap value (-1.97), where the value is minus, it can be concluded that the service based on the performance carried out by the company is still not good and customers are not satisfied with the services provided. Services that need to be improved by PT. Astra Internasional Tbk-Auto2000 Suci Bandung branch is located in quadrant A as the top priority
Co-Authors Abiel Mahardhika Anggara Andi Nurhidayatul Islamiyah Anri Yosafat Sitompul Asteria*, Jessica Glory Aulia Mubtadiatus Sholihah Charles Marsello Hersanto Darfial Guslan Darfial Guslan Dini Hamidin Dodi Permadi Ekra Sanggala Erna Mulyati Febriani Sulistiyaningsih Febriani Sulistiyaningsih Irfan Fahriza Muchamad Innal Kariem Muhammad Ardhya Bisma Muhammad Wahyu Ardi Nur Tri Ramadhanti Adiningrum petrus siagian Pramudita, Aditia Sovia Reza Fayaqun Rinita Diani Fitri Rolly Maulana Awangga, Rolly Maulana Tamadara Hilman