Analisis kualitas pelayanan menggunakan servqual dan importance performance matrix pada bengkel Harley motor = Analysis of service quality using servqual and importance-performance matrix in Harley motor workshop

Nicko, Nicko (2021) Analisis kualitas pelayanan menggunakan servqual dan importance performance matrix pada bengkel Harley motor = Analysis of service quality using servqual and importance-performance matrix in Harley motor workshop. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Indonesia merupakan salah satu negara dengan populasi kendaraan roda dua terbanyak di dunia. AISI mencatat bahwa penjualan motor di Indonesia mencapai hampir 6,5 juta unit di tahun 2019. Hal ini membuat masyarakat membutuhkan sebuah wadah untuk melakukan maintenance dan reparasi bagi kendaraan roda dua yang dimiliki. Bengkel Harley Motor hadir sebagai salah satu bengkel kendaraan bermotor roda dua yang menyediakan jasa servis motor. Permasalahan yang terjadi adalah pemilik bengkel Harley Motor sering mendapatkan komplain langsung di bengkel tentang penurunan kualitas pelayanan. Salah satu komplain yang sering ditemui adalah lambatnya waktu servis. Harley Motor juga belum pernah melakukan analisis kualitas pelayanan jasa pada bisnis tersebut. Oleh karena itu penelitian ini bertujuan untuk melakukan analisis kualitas pelayanan jasa dengan menggunakan metode SERVQUAL dan IPM (Importance Performance Matrix). Pengumpulan data dilakukan dengan menyebarkan kuesioner mengenai tingkat kepentingan dan kinerja kepada konsumen bengkel Harley Motor dan wawancara pemilik bengkel tersebut. Hasil perhitungan GAP menunjukkan terdapat 4 atribut yang memenuhi harapan responden. Matriks IPM menunjukkan ada 2 atribut pelayanan jasa yang masuk ke dalam kuadran I yaitu pertama atribut ketepatan waktu pengerjaan servis sesuai dengan janji dan kedua atribut kecepatan proses pembayaran. Analisis fishbone dilakukan untuk menemukan akar permasalahan. Usulan perbaikan masalah pertama adalah mengadakan pelatihan, mengadakan maintenance berkala, mengubah layout area kerja, membuat SOP penggunaan perkakas bengkel dan membuat tempat khusus alat perkakas. Usulan perbaikan untuk masalah kedua adalah menambah pekerja, Membuat SOP proses pembayaran, menggunakan software point of sale (POS), membeli alat pencetak struk otomatis, dan mengadakan maintenance berkala./Indonesia is one of the countries with the largest population of two-wheeled vehicles in the world. AISI noted that motorcycle sales in Indonesia reached nearly 6.5 million units in 2019. This makes people need a place to carry out maintenance and repairs for their two-wheeled vehicles. Harley Motor Workshop is present as one of the two-wheeled motorized vehicle workshops that provides motorbike service services. The problem that occurs is that Harley Motor repair shop owners often get complaints directly at the workshop about the decline in service quality. One of the complaints that is often encountered is the slow service time. Harley Motor has never conducted a service quality analysis of the business. Therefore, this study aims to analyze the quality of services using SERVQUAL and IPM (Importance Performance Matrix) methods. Data collection was carried out by distributing questionnaires regarding the level of importance and performance to Harley Motor workshop consumers and interviewing the workshop owners. The GAP calculation results show that there are 4 attributes that meet the respondents' expectations. The HDI matrix shows that there are 2 service attributes that fall into quadrant I, namely the first attribute of the timeliness of service according to the promise and the second attribute the speed of the payment process. Fishbone analysis was performed to find the root of the problem. . The suggestion to fix the first problem is to hold training, conduct periodic maintenance, change the layout of the work area, make SOPs for the use of workshop tools and create a special place for tools. Proposed improvements for the second problem are adding workers, making SOPs for payment processing, using point of sale (POS) software, buying automatic receipt printing tools, and conducting periodic maintenance.

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