Analisis kepuasan pelanggan terhadap pelayanan di apple car wash = Analysis of customer satisfaction on service at apple car wash

Tanjaya, Verdy (2020) Analisis kepuasan pelanggan terhadap pelayanan di apple car wash = Analysis of customer satisfaction on service at apple car wash. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pertumbuhan ekonomi otomotif di Indonesia saat ini berlangsung sangat pesat, Hal ini membuat usaha otomotif ikut berkembang mulai dari produk hingga jasa. Salah satunya adalah usaha cuci mobil yang saat ini cukup menjanjikan karena volum kendaraan yang tinggi. Namun untuk memastikan usaha tersebut berjalan sesuai dengan yang diharapkan dibutuhkan evaluasi terhadap layanan yang diberikan. Apple car wash adalah salah satu tempat pencucian mobil yang berada di Tangerang. Penurunan pengunjung yang terjadi membuat pemilik perusahaan harus melakukan evaluasi terhadap kualitas layanan yang diberikan. Dibuatlah kuesioner yang disebarkan kepada pengguna layanan Apple car wash untuk mengevaluasi kualitas layanan yang diberikan. Hasil kuesioner dianalisis menggunakan metode importance performance analysis dan didapatkan empat atribut yang berada pada kuadran pertama yaitu karyawan dapat membuat pelanggan percaya terhadap layanan yang diberikan, memiliki nama yang baik atau dicap sebagai tempat cuci yang baik oleh masyarakat, karyawan memahami betul jasa yang diberikan sehingga dapat menjawab setiap pertanyaan pelanggan, dan karyawan memberikan penjelasan apabila dilakukan/diberikan jasa tambahan. Selanjutnya Cause and Effect Analysis digunakan untuk mendapatkan akar penyebab terjadinya masalah. Setelah itu akar masalah didiskusikan dengan pemilik perusahaan sehingga dirumuskan usulan perbaikan. / The growth of the automotive economy in Indonesia is currently very rapid, this makes the automotive business also develops from product to service. One of them is the car wash business which is currently quite promising because of the high volume of vehicles. However, to ensure that the business runs as expected, an evaluation of the services provided is needed. Apple car wash is a car wash located in Tangerang. The decline in visitors that occur makes the company owner must conduct an evaluation of the quality of services provided. The questionnaire was distributed to users of Apple car wash services to evaluate the quality of the services provided. The results of the questionnaire were analyzed using the importance performance analysis method and obtained four different attributes in the first quadrant namely employees can make customers trust the services provided, have a good name or are labeled as a good washing place by the public, employees understand both the services provided so they can answer every customer question, and employees provide an explanation if done / given additional services. Analysis of Cause and Effect Next is used to get the root cause of the problem. After that the root of the problem is discussed with the company owner so that the proposed improvement is formulated.

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