Study of Customer Satisfaction Index on The Reliability of Motor Services Using the ServQual Method In The Educational Environment : Case Study At Stap One Workshop

Abstract

Bengkel Stap One has never measured the customer satisfaction index and the measurement of the quality of motorcycle service services, as well as measuring the gap between expectations and customer perceptions. The research method used is the ServQual Method with Gap Analysis. The results of the study for the measurement of the Customer Satisfaction Index (CSI) 74.81% fall into category 2, which shows that the customer is quite satisfied. Gap measurement results for all dimensions of -1.17 and a level of conformity of 96.51% indicate that the dimensions of reliability, assurance, tangible, empathy, responsiveness are still not in accordance with customer expectations with customer perceptions seen from the 5 dimensions of service quality. The lowest dimension is the tangible dimension with a gap of -5.70 and a suitability level of 78%. Therefore, the quality of service on the tangible dimension provided by the customer must be able to increase customer satisfaction, such as cleaning garbage and finding tools. Validity test with Gap Analysis with the results of the Pearson product moment validity test = valid. Reliability test by calculating Cronbach's Alpha with a reliability test result of 0.81 = quite high reliability.