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Armin Darmawan
Department Of Industrial Engineering, Universitas Hasanuddin
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Medicine & Pharmacology Public Health Social Sciences Transportation Other

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ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR) Darmawan, Armin; Mulyadi, Mulyadi; Busri, Nur Khaerani
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 2 No. 2 (2014)
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jemis.2014.002.02.3

Abstract

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.
Co-Authors -, Nilda A Alief Rachmat Alamsyah Alamsyah Ali, Syafrillah Amrin Rapi Amrin Rapi Amrin Rapi Asmal, Sapta Bahri, Syamsul Bahri, Syamsul Bohari, Abdul Rahman Dwi Handayani Fansuri, Ilham Fauziah Fauziah Irfan Rahman IRWAN SETIAWAN Kifayah Amar Muhammad, Maula Sidi MULYADI HAMBALI, MULYADI Mulyadi Mulyadi Mulyadi Mulyadi Mulyadi Mulyadi Muslimin, Rahmat Hidayat Muthalib, Irwan Setiawan Nur Khaerani Busri Nur Khaerani Busri Parenreng, Syarifuddin Mabe Pujikharisma, Andi Rahmadani, Fachriah Nur Saiful - Salam, Awal Rakhmat Samjas, Mutawakkil Syafrillah Ali Syamsul Bahri Syamsul Bahri Syamsul Bahri Syamsul, Diniary Ikasari Tahir, Nurfaidah Yusdi, Andry