Gunadi Gunadi
Universitas Negeri Yogayakarta

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Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Di Bengkel Resmi Nissan Solo Baru: Inggris, Indonesia Mustaqim Mustaqim; Gunadi Gunadi
Journal of Automotive Technology and Education Vol. 2 No. 3 (2025): JATE
Publisher : Department of Automotive Engineering Education, Faculty of Engineering, Yogyakarta State University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21831/jate.v2i3.2709

Abstract

Abstract This study aims to: (1) evaluate the effect of service quality on customer satisfaction levels at the Nissan Solo Baru Official Workshop; (2) identify the dominant factors that influence customer satisfaction levels; and (3) assess the extent of customer satisfaction related to service quality at the Nissan Solo Baru Official Workshop using the CSI (Customer Satisfaction Index). This study applies a quantitative method with a descriptive design. Data were collected by distributing questionnaires to 100 respondents randomly selected from a total population of 132 customers during the period January to June 2024. The instrument has been evaluated to determine its validity and reliability, with Cronbach's Alpha results reaching 0.944 for the service quality aspect and 0.941 for customer satisfaction. The data analysis process was carried out using the Customer Satisfaction Index (CSI) and Pearson correlation analysis. The research findings indicate a powerfull and significant influence between service quality and customer satisfaction levels. The CSI index value of 85% indicates that customers are very satisfied with the services provided. Of the five dimensions of SERVQUAL, the reliability dimension has the highest contribution, while the tangibles dimension shows the lowest contribution. This finding is the basis for recommendations for the Nissan Solo Baru Authorized Workshop to continue optimizing the aspects of reliability, responsiveness, assurance, and empathy as a strategic step to maintain and increase the level of customer satisfaction and loyalty. Keywords: Correlation analysis; Customer Satisfaction Index; Customer satisfaction; Quality of service; SERVQUAL Abstrak Studi ini bertujuan untuk: (1) mengevaluasi pengaruh kualitas layanan terhadap tingkat kepuasan pelanggan di Bengkel Resmi Nissan Solo Baru; (2) mengidentifikasi faktor-faktor dominan yang memengaruhi tingkat kepuasan pelanggan; dan (3) menilai sejauh mana kepuasan pelanggan terkait kualitas pelayanan di bengkel Nissan Resmi Solo Baru dengan menggunakan CSI (Customer Satisfaction Index). Penelitian ini menerapkan metode kuantitatif dengan desain deskriptif. Data dikumpulkan dengan mendistribusikan kuesioner kepada 100 responden yang diambil secara acak dari total populasi 132 pelanggan selama rentang waktu Januari hingga Juni 2024. Instrumen telah dievaluasi untuk menentukan validitas dan keandalannya, dengan hasil Alpha Cronbach yang mencapai 0,944 pada aspek kualitas pelayanan dan 0,941 untuk kepuasan pelanggan. Proses analisis data dilakukan dengan memanfaatkan Customer Satisfaction Index (CSI) dan analisis korelasi Pearson. Temuan penelitian mengindikasikan adanya pengaruh yang sangat kuat dan signifikan antara kualitas pelayanan dan tingkat kepuasan pelanggan. Nilai indeks CSI sebesar 85% menandakan bahwa pelanggan merasa sangat puas terhadap layanan yang diberikan. Dari lima dimensi SERVQUAL, dimensi keandalan (reliability) memiliki kontribusi paling tinggi, sementara dimensi bukti fisik (tangibles) menunjukkan kontribusi paling rendah. Temuan ini menjadi dasar rekomendasi bagi Bengkel Resmi Nissan Solo Baru untuk terus mengoptimalkan aspek keandalan, daya tanggap, jaminan, dan empati merupakan langkah strategis untuk menjaga sekaligus meningkatkan tingkat kepuasan dan loyalitas pelanggan. Kata kunci: Analisis korelasi; Customer Satisfaction Index; Kepuasan pelanggan; Kualitas pelayanan; SERVQUAL
Kelayakan Sarana dan Prasarana Bengkel Otomotif untuk Pelatihan Mobil Bensin pada Balai Latihan Kerja di Kabupaten Sleman: Indonesia, Inggris Naufal Julian; Gunadi Gunadi
Journal of Automotive Technology and Education Vol. 3 No. 2 (2026): JATE
Publisher : Department of Automotive Engineering Education, Faculty of Engineering, Yogyakarta State University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21831/jate.v3i2.3227

Abstract

Abstract This study evaluates the feasibility of facilities and infrastructure used for gasoline-car training in the Light Vehicle Engineering automotive workshop at a vocational training center in Sleman Regency. Adescriptive quantitative design was applied using observation and documentation as data-collection techniques. The observation instrument was developed with reference to Regulation of the Minister of Manpower of the Republic of Indonesia Number 8 of 2017 concerning Standards for Manpower Training Centers and was reviewed through expert judgment. Data were analyzed using percentage-based descriptive statistics by comparing the number of items that met the standard with the total number of observed items. The results show that the workshop infrastructure achieved an overall fulfillment level of 67% and was categorized as feasible. The Light Vehicle Engineering workshop building reached 100% fulfillment, while several elements of office buildings, supporting rooms, circulation areas, and dormitory facilities did not yet meet the required standards. In contrast, training equipment achieved only 44% fulfillment and was categorized as less feasible. The detailed fulfillment rates were 50% for main machinery and equipment, 39% for hand tools and power tools, 22% for occupational safety and health equipment, and 60% for supporting equipment. The lowest achievement was therefore found in safety equipment. These findings indicate that infrastructure is generally adequate, but practical training equipment requires prioritized improvement. Procurement planning should focus on essential tools, safety equipment, and maintenance so that workshop learning can better support competency achievement and safe training activities. Abstrak Penelitian ini bertujuan mengevaluasi kelayakan sarana dan prasarana yang digunakan untuk pelatihan mobil bensin pada Bengkel Otomotif Teknik Kendaraan Ringan pada Balai Latihan Kerja di Kabupaten Sleman. Penelitian menggunakan desain kuantitatif deskriptif dengan teknik pengumpulan data berupa observasi dan dokumentasi. Instrumen observasi disusun dengan mengacu pada Peraturan Menteri Ketenagakerjaan Republik Indonesia Nomor 8 Tahun 2017 tentang Standar Balai Latihan Kerja dan ditelaah melalui expert judgment. Data dianalisis menggunakan statistik deskriptif berbasis persentase dengan membandingkan jumlah item yang memenuhi standar terhadap jumlah keseluruhan item yang diamati. Hasil penelitian menunjukkan bahwa prasarana bengkel mencapai tingkat keterpenuhan keseluruhan sebesar 67% dan berada pada kategori layak. Bangunan workshop Teknik Kendaraan Ringan mencapai keterpenuhan 100%, sedangkan beberapa unsur gedung kantor, ruang penunjang, ruang sirkulasi, dan fasilitas asrama belum memenuhi standar. Sebaliknya, sarana pelatihan hanya mencapai keterpenuhan 44% dan berada pada kategori kurang layak. Secara rinci, keterpenuhan mesin/peralatan utama sebesar 50%, hand tools dan power tools 39%, peralatan keselamatan dan kesehatan kerja 22%, dan perlengkapan pendukung 60%. Capaian terendah terdapat pada peralatan K3. Temuan menunjukkan bahwa prasarana secara umum telah memadai, tetapi sarana praktik masih memerlukan peningkatan yang diprioritaskan. Perencanaan pengadaan sebaiknya difokuskan pada peralatan inti, peralatan keselamatan, serta pemeliharaan agar pembelajaran praktik dapat mendukung pencapaian kompetensi dan berlangsung secara aman.