PENERAPAN TEKNIK SERVQUAL DALAM MENGUKUR TINGKAT PELAYANAN PT. TRANS SUMATRA ANDALAN KISARAN - Jaka Kurnia; Riki Andri Yusda; Rika Nofitri (LPPM STMIK Royal Kisaran, 2023)
Abstract: PT. Trans Sumatra Andalan Kisaran is located at Jalan Ahmad Yani No. 74, East Range, Asahan District. PT. Trans Sumatra Andalan Kisaran serves battery changes, oil changes, general check-ups, tune-ups, and more. Based on data on customer complaints from January to December 2020, this could potentially become a problem in the future, such as the length of service time at the customer reception counter that customers receive is longer than the estimated time in the SOP of PT. Trans Sumatra Mainstay Range, which is 10 minutes, the process of taking spare parts takes a long time after the customer has finished inspecting the car, PT. Trans Sumatra Andalan Kisaran must provide services according to the wishes and understand the needs of customers. mechanics and other officers help if there are customer problems, mechanics take action appropriately and quickly, so it is necessary to evaluate so that efforts to improve the quality of PT. Trans Sumatra Andalan Range and seeing the results of the questionnaires given by customers takes a long time to determine the quality of the service. Based on this, researchers want to examine customer satisfaction with the services of PT. Trans Sumatra Mainstay Range . Based on the initial research survey, it is known that customer satisfaction with vehicle service and also product sales is not stable from time to time. Method Keywords: Measuring Service Level; Servqual Technique. Abstrak: PT. Trans Sumatra Andalan Kisaran berlokasi di Jalan Ahmad Yani No. 74, Kisaran Timur, Kabupaten Asahan. PT. Trans Sumatra Andalan Kisaran melayani ganti aki, ganti oli, general check up, tune up, dan lainnya. Berdasarkan data keluhan pelanggan dari bulan Januari sampai Desember 202 dapat berpeluang menjadi permasalahan di masa mendatang seperti lama waktu layanan di loket penerimaan pelanggan yang diterima pelanggan lebih lama dari waktu estimasi yang ada pada SOP PT. Trans Sumatra Andalan Kisaran yaitu 10 menit, proses pengambilan spare part memakan waktu lama setelah pelanggan selesai melakukan pemeriksaan mobil, pihak PT. Trans Sumatra Andalan Kisaran harus memberikan pelayanan sesuai dengan keinginan dan memahami kebutuhan pelanggan. mekanik dan petugas lainnya membantu jika ada permasalahan pelanggan, mekanik melakukan tindakan secara tepat dan cepat, sehingga perlu dilakukan evaluasi agar upaya peningkatan kualitas layanan PT. Trans Sumatra Andalan Kisaran dan melihat hasil kuesioner yang diberikan pelanggan memakan waktu lama dalam menentukan kualitas pelayanan tersebut. Berdasarkan hal tersebut, peneliti ingin meneliti kepuasan pelanggan terhadap pelayanan PT. Trans Sumatra Andalan Kisaran . Berdasarkan survei awal penelitian diketahui bahwa kepuasan pelanggan terhadap Service kendaraan dan juga penjualan produk tidak stabil dari waktu ke waktu. Kata Kunci : Mengukur Tingkat Pelayanan; Teknik Servqual.