Analysis Of Consumer Satisfaction On Service Quality At Asian Motor Workshops In South Lampung

Serlin Serlin, Iskandar Ali Alam
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Abstract

Asian Motor Workshop is a company engaged in motorcycle repair services. The research aims to analyze and determine the satisfaction of workshop visitors. This type of research is quantitative with a population of 215 and a sample of 100 visitors. This study used a questionnaire as a data collection technique, which contained 15 statements, using the methodNonprobability sampling. Analysis tool usingImportance Performance Anaysis (IPA), with four dimensions to measure which include; Physical Appearance, Reliability, Responsiveness, Reliability, Assurance, and Empathy. Analysis results states in quadrant A Physical facilities, namely items 25 and 23. Quadrant B must be maintained, namely items 2, 3, 4, and 5, Responsiveness, namely items 7, 8, and 10, Assurance, namely items 11, 13, and 14, and Empathy, namely item number 18. Quadrant C which is considered less important is item number 1, items 6, 9, 16, 17, 21 and 24.
南楠榜亚洲汽车制造厂消费者服务质量满意度分析
亚洲汽车修理厂是一家从事摩托车维修服务的公司。本研究旨在分析并确定车间访客的满意度。这种类型的研究是定量的,有215个人口和100个游客的样本。本研究采用问卷调查作为数据收集技术,其中包含15个陈述,采用非概率抽样方法。分析工具使用重要性绩效分析(IPA),有四个维度来衡量,其中包括;外表,可靠性,反应性,可靠性,保证和移情。分析结果为象限A中的状态。物理设施,即项目25和23。必须保持象限B,即第2、3、4和5项;响应性,即第7、8和10项;保证性,即第11、13和14项;同理心,即第18项。象限C被认为不太重要的是项目1,项目6,9,16,17,21和24。
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