TA DIGITAL
Analisis Kepuasan Pelanggan Servis Berkala Eksternal (SBE) Kendaraan Roda Empat Merk ToyotaAtas Kualitas Pelayanaan PT. Nasmoco Wonosobo
“Analysis of Customers Satisfaction on External Periodic Service Toyota Brands
Cars on Services Quality at PT. Nasmoco Wonosobo”.
The problem formulation of the final project is to increase customers satisfaction through five dimensions SERVQUAL there are Tangible, Realiability, Responsiveness, assurance, and empathy, so with this research can know the customers has satisfied or not with the services at PT. Nasmoco Wonosobo. The purpose of this reseach are to measure the level of Customers Satisfaction Index and analyze variables Customer Satisfaction Index of the strongest at PT. Nasmoco Wonosobo. The methods in collecting data are interview, questionnaire, observation and literature review to 87 customer service Toyota brands cars at PT. Nasmoco Wonosobo and those data are analyzed Importance Performance Analysis using the formula Customer Satisfaction Index.It is concluded that the customers are satisfied with the services given byPT. Nasmoco Wonosobo, but in Cartesian diagram look in Quadrant A there are five elements that are important to customers, but received less attention than PT. Nasmoco Wonosobo so customers disappointed. Quadrant A in Cartesian diagram mean the importance of customers is high than the employees performance.
Keywords: Customer, Satisfaction, Services Quality.
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