Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/15607
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dc.contributor.advisorHasibuan, Chalis Fajri-
dc.contributor.advisorPolewangi, Yudi Daeng-
dc.contributor.authorRamadhianto, Fuzi-
dc.date.accessioned2021-12-15T10:50:23Z-
dc.date.available2021-12-15T10:50:23Z-
dc.date.issued2021-09-30-
dc.identifier.urihttp://repository.uma.ac.id/handle/123456789/15607-
dc.description75 halamanen_US
dc.description.abstractKualitas pelayanan merupakan faktor utama yang harus ditingkatkan bagi setiap perusahaan karena berperan penting dalam membentuk kepuasan pelanggan. Pelayanan dapat dikatakan berkualitas apabila jasa atau produk yang dirasakan oleh pelanggan sama atau melebihi harapan pelanggan. Penelitian ini dilakukan di bengkel CV. Benteng Honda Marelan, berdasarkan data jumlah pelanggan servis sepeda motor pada Juli 2019 - Desember 2020 menunjukkan ketidakstabilan jumlah pelanggan disetiap bulan dan sulitnya perusahaan dalam mencapai target jumlah pelanggan. Tujuan dari penelitian ini yaitu untuk mengetahui nilai gap per atribut dan dimensi pelayanan yang mempengaruhi kepuasan pelanggan. Dalam penelitian ini metode yang digunakan yaitu metode fuzzy dengan pendekatan servqual agar dapat mengetahui tingkat pelayanan perusahaan dengan menghitung nilai gap antara persepsi dan harapan. Berdasarkan perhitungan nilai gap per atribut yang perlu diprioritaskan oleh pihak bengkel untuk dilakukan perbaikan adalah emphaty 22 dengan nilai gap (-2.41), responsiveness 14 dengan nilai gap (-1.39), tangibles 2 dengan nilai gap (-1.15), assurance 18 dengan nilai gap (-1.11), tangibles 6 dengan nilai gap (-1.03), dan reliability 8 dengan nilai gap (-1.00). Berdasarkan perhitungan nilai gap per dimensi, maka dimensi yang perlu diprioritaskan oleh pihak bengkel untuk dilakukan perbaikan adalah emphaty dengan nilai gap (-0.13), assurance dengan nilai gap (-0.04), dan reliability dengan nilai gap (-0.03). Sedangkan dimensi yang dinilai lebih baik dari dimensi lainnya yaitu tangibles dengan nilai gap (0.25) dan responsiveness dengan nilai gap (0.18). Service quality is the main factor that must be improved for every company because it plays an important role in shaping customer satisfaction. Service can be categorized to be of quality if the service or product perceived by the customer equals or exceeds customer expectations. This research was conducted in the workshop of CV. Benteng Honda Marelan, based on data on the number of motorcycle service customers in July 2019 - December 2020, showed the number of customers’ instability every month and the difficulty of the company in achieving the target number of customers. The purpose of this study was to determine the value of the gap per attribute and service dimensions that affect customer satisfaction. In this study, the method used was the fuzzy method with a servqual approach to determine the level of company service by calculating the value of the gap between perceptions and expectations. Based on the calculation of the gap value per attribute that needed to be prioritized by the workshop for repairs, it was empathy 22 with a gap value (-2.41), responsiveness 14 with a gap value (-1.39), tangibles 2 with a gap value (-1.15), assurance 18 with a gap value (-1.11), tangibles 6 with a gap value (-1.03), and reliability 8 with a gap value (-1.00). Based on the calculation of the gap value per dimension, the dimensions needed to be prioritized by the workshop for repairs were empathy with a gap value (-0.13), assurance with a gap value (-0.04), and reliability with a gap value (-0.03). While the dimensions were considered better than other dimensions, namely tangibles with a gap value (0.25) and responsiveness with a gap value (0.18).en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM, 178150115;-
dc.subjectkualitas pelayananen_US
dc.subjectkepuasan pelangganen_US
dc.subjectfuzzy servqualen_US
dc.subjectservice qualityen_US
dc.subjectcustomer satisfactionen_US
dc.titleImplementasi Metode Fuzzy Servqual untuk Menilai Tingkat Pelayanan Jasa Servis Sepeda Motor Terhadap Kepuasan Pelanggan di CV. Benteng Honda Marelanen_US
dc.title.alternativeImplementation of the Fuzzy Servqual Method to Assess the Level of Motorcycle Service Services on Customer Satisfaction at CV. Benteng Honda Marelanen_US
dc.typeThesisen_US
Appears in Collections:SP - Industrial Engineering

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