TA DIGITAL
Analisis Kualitas Pelayanan Yang Dipersembahkan Pelanggan Pada PT Sunmotor Indosentra Trada Semarang
The purpose of study was to analyze the customer perception the service quality that has been given to the customer particularly to those who are used the service. The method used to collect data was observation in Suzuki workshop and interviews with service manager concerning the company’s profile. The questionnaires were distributed to the customers who were using the service. The results obtained were analyzed using Software SPSS 12.0 to determine frequency table and the average value. It can be concluded that the tangible variable result was 64%, the reliability was 63%, the responsiveness was 67%, and the assurance was 58%, while empathy was 64%. The result of the assurance was not significant, because many customers do not agree with the guarantee given to them. It is suggested that the company should improve some qualities which are still needed especially cleanliness and scratches of the car after a service do not agree the convenience for customers. The service quality that has been considered property should be maintained or even improved.
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