ANALISIS TINGKAT KEPUASAN KONSUMEN ATAS KUALITAS LAYANAN (Studi Pada Bengkel Cuci Mobil Al –Kahfi Malang)

MUAMAR, GADAFI (2009) ANALISIS TINGKAT KEPUASAN KONSUMEN ATAS KUALITAS LAYANAN (Studi Pada Bengkel Cuci Mobil Al –Kahfi Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

This study entitled "Analysis of Consumer Satisfaction Level of Service Quality in the study garage Car Wash Al-Kahfi - Malang”. Goal of this research to know the level of customer satisfaction (Y) on the of services quality that include: Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) in the garage Cars Wash Al-Kahfi - Malang. Analysis tool used in this research is IKP (customer satisfaction index) to measure the level of customer satisfaction and Cartesius diagram for the priority indicators as the basis for the action that needs to be improved performance in the service garage car wash Al-Kahfi. Test the validity in this research using Correced items total corelation. Reliability while using Alpha cronbach. Analysis of the results obtained IKP average customer satisfaction of 0.92 which is the limit of tolerance. The results obtained from the consumer is less satisfied, because the value of IKP on all indicators of less than one. With the total value of consumer expectation of 87.75 and the total value of the assessment of the performance workshop 80.84. Caresius diagram can be that there are three indicators which are less by consumers. Suggestions for workshops to improve performance in providing services, particularly on indicators that have a value under IKP average consumer satisfaction be in quadrant A condition in which performance in the workshop Al-kahfi must increase. The indicators are: X 2.2 (reliability, attention to employee issues consumer workshop); X 2.4 (reliability-handling problems in properly), and 5.2 X (empathy-handling consumer complaints). For further research can be used as a reference to the research of competitors for the same garage car wash Al-Kahfi. And developed by adding the variables that have not been used or included in this research.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 18 Jun 2012 07:23
Last Modified: 18 Jun 2012 07:23
URI: http://eprints.umm.ac.id/id/eprint/8369

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