ANALISIS KEPUASAN PELANGGAN TERHADAP LAYANAN PURNA JUAL AVANZA DENGAN METODE SERVQUAL DAN PGCV (Studi Kasus BPPT HADJI KALLA CABANG URIP MAKASSAR)
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 .
Penulis: Armin Darmawan,
Mulyadi, Nur Khaerani Busri
Kode Jurnal: jptindustridd140153
