Analisis Kepuasan Pelanggan Pada Trimitra Abadi Carwash Dengan Metode Serqual (Service Quality) Dan CSIi (Customer Satisfaction Index)

Nugroho, Chandra (2024) Analisis Kepuasan Pelanggan Pada Trimitra Abadi Carwash Dengan Metode Serqual (Service Quality) Dan CSIi (Customer Satisfaction Index). Masters thesis, INSTITUT TEKNOLOGI SEPULUH NOPEMBER.

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Abstract

Trimitra Abadi adalah sebuah unit usaha yang bergerak dibidang Jasa cuci kendaraan bermotor yang bertempat di kota Probolinggo. Untuk terus dapat bersaing dengan banyak usaha serupa yang bermunculan di sekitar area kota Probolinggo, perlu adanya peningkatan kualitas pada pelayanan, salah satu cara yang dapat dilakukan dalam upaya tersebut dengan melakukan survei kepuasan pelanggan. Di mana selama ini belum pernah dilakukan penelitian mengenai kepuasan pelanggan terhadap pelayanan yang diberikan. Kualitas pelayanan akan berdapak pada kepuasan pelanggan itu sendiri. Tujuan penelitian kali ini untuk mengukur tingkat kepuasan pelanggan terhadap layanan jasa cuci mobil Trimitra Abadi. Pengukuran tingkat kepuasan pelanggan akan dilakuan dengan dua metode, yaitu metode Service quality (SERQUAL) dan metode Customer Satisfaction Index (CSI). Pada penelitian kali ini akan dilakukan survei pada 100 orang responden untuk mengetahui tingkat kepuasan pelanggan terhadap layanan yang diberikan. Metode Service Quality digunakan untuk mengukur Gap atara persepsi dan harapan pelanggan melalui 5 dimensi yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Selain itu metode Customer satisfaction index digunakan untuk mengukur index kepuasan pelanggan secara keseluruhan. Hasil dari penyebaran kuesioner yang disebarkan kepada 100 responden semua atribut dinyatakan valid dan reliabel. Hasil dari pengolahan data terdapat kesenjangan tertinggi pada atribut D1 (Hasil cuci mobil yang bersih) dengan nilai -1.53. Hasil perhitungan CSI diketahui 81.25% yang artinya pelanggan merasa “cukup puas” atas pelayan yang diberikan. Untuk meningkatkan pelayanan yang diberikan agar konsumen menjadi “puas”, manajemen usaha sebaiknya fokus pada atribut dengan kesenjangan tertinggi dan memberikan pelatihan tentang pelayanan prima terhadap pelanggan terutama pada kebersihan mobil
Kata kunci: Kepuasan Pelanggan, Service Quality, Customer Satisfaction Index
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Trimitra Abadi is a business unit engaged in motor vehicle washing services located in the city of Probolinggo. To continue to be able to compete with many similar businesses that have sprung up around the Probolinggo city area, it is necessary to improve the quality of service, one way that can be done in this effort is to conduct a customer satisfaction survey. Where so far no research has been conducted on customer satisfaction with the services provided. Service quality will have an impact on customer satisfaction itself. The purpose of this research is to measure the level of customer satisfaction with Trimitra Abadi car wash services as an effort to improve service quality in the future. Measuring the level of customer satisfaction will be done with two methods, namely the Service quality method (SERQUAL) and the Customer Satisfaction Index (CSI) method. In this research, a survey will be conducted on 100 respondents to determine the level of customer satisfaction with the services provided. The Service Quality method is used to measure the gap between customer perceptions and expectations through 5 dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. Apart from that, the customer satisfaction index method is used to measure overall customer satisfaction. The expected output of this research is input for efforts to improve service quality for Trimitra Abadi in the future. The results of the questionnaire distributed to 100 respondents, all attributes were declared valid and reliable. The results of data processing show the highest gap in attribute D1 (clean car wash results) with a value of -1.53. The CSI calculation results were found to be 81.25%, which means that customers felt "quite satisfied" with the service provided. To improve the services provided so that consumers are "satisfied", business management should focus on the attributes with the highest gaps and sequentially improve other attributes.

Keywords: Customer Satisfaction, Serqual (Service Quality), CSI (Customer Satisfaction Index)

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Customer Satisfaction, Serqual (Service Quality), CSI (Customer Satisfaction Index),Kepuasan Pelanggan, Service Quality, Customer Satisfaction Index
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > TX Home economics
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Chandra Nugroho
Date Deposited:	15 Feb 2024 14:40
Last Modified:	16 Feb 2024 02:05
URI:	http://repository.its.ac.id/id/eprint/107416

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