ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR)
This research examine cutomer level of satisfaction at service and repair in Toyota Hadji Kalla that aim to determine attributes which are priorities at PGCV index analysis. Method used in this study is servqual. This method is a tool used to measure quality of service attribute of each dimension (t...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Brawijaya
2014-04-01
|
| Series: | Journal of Engineering and Management in Industrial System |
| Subjects: | |
| Online Access: | https://jemis.ub.ac.id/index.php/jemis/article/view/140 |
| _version_ | 1818580551065403392 |
|---|---|
| author | Armin Darmawan Mulyadi Mulyadi Nur Khaerani Busri |
| author_facet | Armin Darmawan Mulyadi Mulyadi Nur Khaerani Busri |
| author_sort | Armin Darmawan |
| collection | DOAJ |
| description | This research examine cutomer level of satisfaction at service and repair in Toyota Hadji Kalla that aim to determine attributes which are priorities at PGCV index analysis. Method used in this study is servqual. This method is a tool used to measure quality of service attribute of each dimension (tangible, reliability, responseiveness, emphaty, and assurance). So we get the value of gap from different value between perception and expectation in customer value. This research followed by Potential Gain Customer Value (PGCV) method. Based on the survey results , the overall value of the average interest rate is 4.435 and the average value of the performance level is 3.924 , which means there is a gap between the service desired by the customer service received by 0.511 . By using PGCV index priority improvements to enhance the level of customer satisfaction is the availability of the quantity of automobile parts and components that meet the needs of customers , employees BPPT HK able to meet the delivery schedule of the vehicle as promised schedule , as well as employees of HK BPPT has properties polite , friendly , honest , and trustworthy. |
| first_indexed | 2024-12-16T07:19:23Z |
| format | Article |
| id | doaj.art-14d3d0f51d5a467cbe91c13fbac5cbc4 |
| institution | Directory Open Access Journal |
| issn | 2338-3925 2477-6025 |
| language | English |
| last_indexed | 2024-12-16T07:19:23Z |
| publishDate | 2014-04-01 |
| publisher | University of Brawijaya |
| record_format | Article |
| series | Journal of Engineering and Management in Industrial System |
| spelling | doaj.art-14d3d0f51d5a467cbe91c13fbac5cbc42022-12-21T22:39:41ZengUniversity of BrawijayaJournal of Engineering and Management in Industrial System2338-39252477-60252014-04-012210.21776/ub.jemis.2014.002.02.3129ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR)Armin DarmawanMulyadi MulyadiNur Khaerani BusriThis research examine cutomer level of satisfaction at service and repair in Toyota Hadji Kalla that aim to determine attributes which are priorities at PGCV index analysis. Method used in this study is servqual. This method is a tool used to measure quality of service attribute of each dimension (tangible, reliability, responseiveness, emphaty, and assurance). So we get the value of gap from different value between perception and expectation in customer value. This research followed by Potential Gain Customer Value (PGCV) method. Based on the survey results , the overall value of the average interest rate is 4.435 and the average value of the performance level is 3.924 , which means there is a gap between the service desired by the customer service received by 0.511 . By using PGCV index priority improvements to enhance the level of customer satisfaction is the availability of the quantity of automobile parts and components that meet the needs of customers , employees BPPT HK able to meet the delivery schedule of the vehicle as promised schedule , as well as employees of HK BPPT has properties polite , friendly , honest , and trustworthy.https://jemis.ub.ac.id/index.php/jemis/article/view/140Sustomer SatisfactionPGCV IndexService Quality (Servqual) |
| spellingShingle | Armin Darmawan Mulyadi Mulyadi Nur Khaerani Busri ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) Journal of Engineering and Management in Industrial System Sustomer Satisfaction PGCV Index Service Quality (Servqual) |
| title | ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) |
| title_full | ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) |
| title_fullStr | ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) |
| title_full_unstemmed | ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) |
| title_short | ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) |
| title_sort | analisis kepuasan pelanggan terhadap layanan purna jual avanza dengan metode servqual dan pgcv studi kasus bppt hadji kalla cabang urip makassar |
| topic | Sustomer Satisfaction PGCV Index Service Quality (Servqual) |
| url | https://jemis.ub.ac.id/index.php/jemis/article/view/140 |
| work_keys_str_mv | AT armindarmawan analisiskepuasanpelangganterhadaplayananpurnajualavanzadenganmetodeservqualdanpgcvstudikasusbppthadjikallacabanguripmakassar AT mulyadimulyadi analisiskepuasanpelangganterhadaplayananpurnajualavanzadenganmetodeservqualdanpgcvstudikasusbppthadjikallacabanguripmakassar AT nurkhaeranibusri analisiskepuasanpelangganterhadaplayananpurnajualavanzadenganmetodeservqualdanpgcvstudikasusbppthadjikallacabanguripmakassar |