ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN BENGKEL DEALER YAMAHA

Zeri Yusdinata, Sanusi Sanusi, Hengky David Tobing

Abstract


A study entitled "analysis of the level of consumer satisfaction with the quality of service the Dealer Yamaha Workshop" aims to find out the level of consumer satisfaction with the quality of service provided by repair shop Yamaha Graha Mighty Auto. Quality of service gives an impetus to the customers, to establish strong ties with the company. The research of measuring quality of services i.e. variable 5: Reliability, Responsiveness, Assurance, Emphaty and Tangibles. The result of the method of Importance  Performance Analysis (IPA) that the level of consumer satisfaction with the quality of service repair shop dealer Yamaha Graha Mighty Auto of 99 respondents are in Quadrant B, with the level of consumer satisfaction with the quality of service repair shop dealer Yamaha Graha Auto interval has a Mighty 80%-100% (very satisfied category), i.e.: 1) Employees dressed in uniforms, look presentable and polite, 2) Workshop can be trusted and relied upon in addressing consumer issues , 3) Workshops providing services quickly, 4) Employees can be trusted about quality improvements, 5) Employee always be polite and friendly to the consumer. This means that the service provided by repair shop Yamaha Graha Auto Mighty have been conducted with both what the customer wants the mighty Auto repair shop Yamaha Graha. Because of consumer satisfaction in the service workshop is very important for the community as well as for consumers who have a Yamaha motorcycle.


References


Bora, M. A. (2017). Analisa Kepuasan Penggunaan E-Learning Cloud Sekolah Tinggi Teknik (STT) Ibnu Sina Batam. JURNAL INDUSTRI KREATIF (JIK), 1(01), 55-62.

Candra Ganda M, Lawrence. 2003, Analisis Kepuasan Konsumen terhadap pelayanaan Pada Kios

“tawin Tailor”, Universitas gunadarma : Jakarta

Edy Mulyanto, 2011, “Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Bengkel Ajisaka Motor Kudus”, Universitas Diponegoro, Semarang

Lohafritanan, 2013, “Analisis Tingkat Kepuasan Pasien Dipuskesmas bara Permai Kota

Palopo” Universitas Hasanuddin, Makasar

Mayang Septa Mardiyani, Analisis Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan (Studi Pada SPBU 44.594.10 Ds. Wedelan Kec. Bangsri, Jepara), Universitas Diponegoro : Semarang 2013

Marga Citrawan, 2013, “Analisis Faktor-faktor Yang Menentukan Tingkat Kepuasan

Pelanggan pada Bengkel Terang Motor Semarang”, Universitas Negeri Semarang

Muhammad Nurdiansyah 2012, “Tingkat Kepuasan Konsumen Terhadap Pelayanan di Club

House Casa Grande” Universitas Negeri Yogyakarta

Oldiy Ardhana. Analisis Pengaruh Kualitas Pelayanan, harga dan lokasi terhadap kepuasan pelanggan, Universitas Diponegoro : Semarang 2010

Puji Isyanto, SE.,MM ,2012, Edi Suswardji, SE.,MM, Sri Suparno, SE , “Analisis Kepuasan

Konsumen pada Bengkel Mobil Saputra Motor Karawang” Jurnal Manajemen, Vol.09 No.2

Ratih Hardiyati, 2010, “Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan (Villa) Agrowisata Kebun Teh Pagilaran”, Universitas Diponegoro, Semarang

Rahmad Hudoyo, 2009, “Anlisis Kepuasan Pelanggan Terhadap Fasilitas dan Pelayanan

Bengkel AHASS”, Universitas Sanata Dharma, Yogyakarta

Ridwan Zia Kuzuma, Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap keputusan Pembelian Pada Restoran Waroeng Taman Singosari di Semarang, Universitas Diponegoro : Semarang 2011

Rizal Nugraha, Ambar harsono, hari Adianto, 2014, “ Usulan Peningkatan Kualitas Pelayanan Jasa pada Bengkel (Studi kasus dibengkel AHASS PD. Sumber Motor karawang), Jurnal Institut teknologi Nasional, Vol. 01, No.03

Rina Dwiwinarsih, ” Analisis Tingkat Kepuasan Konsumen Terhadap Pelayanan Bakmi Aisy

di Depok”, Jurnal Ekonomi Manajemen, Jakarta 2009

Ryane Hernayanti, “Analisis Kepuasan Konsumen Terhadap Pelayanan Service Sepeda Motor

di Bengkel Resmi Yamaha CV. Billy Motor” Universitas Gunadarma, Jakarta : 2013

Saputra, Yonni Adi, 2010, “Analisis Tingkat Kepuasan Pelanggan Terhadap Kualitas Pelayanan Terhadap Kualitas Pelayanan pada Ahass Honda Motor (Studi Kasus CV. Guna Motor, Bogor)”, IPB Bogor

Setyabudhi, A. L. (2017). ANALISIS WAKTU STANDAR PELAYANAN DAN PRODUKTIVITAS PEGAWAI MENGGUNAKAN METODE WORK SAMPLING. JURNAL INDUSTRI KREATIF (JIK), 1(01), 9-20.

Setyabudhi, A. L., Larisang, L., & Hutauruk, S. M. (2018). Analisa Kepuasan Masyarakat Terhadap Pelayanan Pengangkutan Sampah PT. Sacor Mandiri Jaya Di Komplek Perumahan Greentown Bengkong. JURNAL INDUSTRI KREATIF (JIK), 2(1), 15-22.

Sri Hadiati, Sarwi Ruci 1999, “ Analisis Kinerja Kualitas Pelayanan Terhadap Kepuasan

Pelanggan pada Telkomsel Malang Area”, Unversitas Gajayana Malang


Refbacks

  • There are currently no refbacks.