ANALYZING THE SERVICE QUALITY OF TOYOTA TENDEAN WORKSHOP (CV KOMBOS) USING IMPORTANCE AND PERFORMANCE ANALYSIS (IPA)
ABSTRACT: Service quality is
an important factor in customer service. Customers service expectation from
past experiences and marketing communications make customer satisfy with the
service quality. Car is an important thing that is thought to help facilitate
human life. Since the means of transportation is discovered, movement of human
life becomes more easy and dynamic. More importantly, the car should be in
service at the dealership workshop in order to comfort and stability of the car
maintained. CV. Kombos in PT. Hasjrat Abadi Manado Tendean street give service
like change oil , tune up , repair body and engine cars , and after sales
service monthly regularly.The aim for this study is to analyze the service
quality of Toyota Tendean Workshop (CV.Kombos) using Important and Performance
Analysis. This research has identified 10 elements of service quality
attributes which are: The facilities and tools , the comfortable of waiting
room , the quick service , staff able explain about product or damage , staff
can provide solution , the quickest workers handle the customer complaints ,
safety products , customer trust , staff understand customer needs , staff
provide simplicity.
Keywords: Service quality ,
Importance and Performance Analysis
Penulis: Feradha Ticonuwu,
Joice Lapian, Johan Tumiwa
Kode Jurnal: jpmanajemendd170530
