THE USE OF SERVQUAL METHOD FOR THE ANALYSIS OF WORKSHOP SERVICES CASE STUDY: BENGKEL KENCANA MOTOR DEPOK

Abstract

The main purpose of this study theoretically is to assess customer satisfaction and service quality by identify factors that affect customers perspective about the company itself by using SERVQUAL (Service Quality) model with questionnaire that was distributed to respondents which are using five basis of dimensions; Tangible, Reliability, Responsiveness, Assurance, and Empathy. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to expectation, and what should be done to improve customer satisfaction for customers.The outcome of this analysis presiding gaps within overall service quality value that perceived by customers from the first to second questionnaire. First result shown there are 5 service aspects that was still in a poor quality stages, which the satisfaction levels are calculated and the root causes of dissatisfaction have been identified. It is to measure these constructs from the customers’ perspective so as to understand their needs and satisfy them. Therefore, second questionnaire was shown an increasing numbers through quality of waiting room by 1,48%, clean restroom by 1,29%, fast response of working by 0,36%, working time by 0,62%, and fast response of services by 1,33%.Keywords: SERVQUAL method, Quality, Questionnaire.