@phdthesis{eprintuntirta52587,
            year = {2025},
          author = {NUR FAIZAH},
           title = {ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN SERVICE AC MOBIL PADA BENGKEL MANDIRI AC MENGGUNAKAN METODE SERVICE PERFORMANCE (SERVPERF) DAN POTENTIAL GAIN CUSTOMER VALUE (PGCV)},
          school = {Fakultas Teknik Universitas Sultan Ageng Tirtayasa},
            note = {Mandiri AC merupakan sebuah bengkel spesialis AC mobil yang telah berdiri sejak tahun 2015. Selama tiga tahun terakhir, bengkel ini mengalami penurunan jumlah pelanggan, sehingga diperlukan evaluasi terhadap kualitas pelayanannya. Penelitian ini bertujuan untuk menghitung tingkat kepuasan pelanggan terhadap kualitas layanan Bengkel Mandiri AC, kemudian menentukan prioritas perbaikan atribut layanan, serta merumuskan usulan perbaikan kualitas layanan. Metode SERVPERF digunakan untuk mengukur kepuasan pelanggan berdasarkan dimensi 
tangible, reliability, responsiveness, assurance, dan empathy. Selanjutnya, metode PGCV digunakan untuk menentukan atribut yang menjadi prioritas perbaikan, dan 
metode 5W+1H digunakan untuk merancang usulan perbaikan layanan secara sistematis. Berdasarkan hasil pengolahan data terhadap kuesioner yang disebarkan pada 90 responden, nilai performansi keseluruhan sebesar 3,311 yang dikategorikan cukup memuaskan. Lima atribut utama yang menjadi prioritas perbaikan meliputi kenyamanan ruang tunggu, metode pembayaran, kelengkapan suku cadang, informasi garansi, dan kebersihan toilet. Usulan perbaikan difokuskan pada penataan ulang ruang tunggu, penyediaan opsi pembayaran non-tunai, pengelolaan 
persediaan suku cadang, transparansi informasi garansi, serta pemeliharaan fasilitas toilet. Diharapkan, hasil penelitian ini dapat menjadi dasar bagi Bengkel Mandiri 
AC dalam meningkatkan kualitas layanan dan loyalitas pelanggan.},
           month = {July},
        abstract = {Mandiri AC is a specialist car air conditioning repair shop that has been in operation since 2015. Over the past three years, the shop has experienced a decline in the number of customers, necessitating an evaluation of the quality of its services. This study aims to calculate the level of customer satisfaction with the quality of services provided by Mandiri AC, determine the priority of service attribute improvements, and formulate recommendations for service quality improvements. The SERVPERF method was used to measure customer satisfaction based on the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The 
PGCV method was then used to determine the attributes that require improvement, and the 5W+1H method was employed to systematically design service improvement proposals. Based on the results of data processing from the 
questionnaire distributed to 90 respondents, the overall performance score was 3.311, categorized as fairly satisfactory. The five main attributes prioritized for 
improvement include waiting room comfort, payment methods, spare part availability, warranty information, and toilet cleanliness. Improvement proposals focus on reorganizing the waiting area, providing non-cash payment options, managing spare parts inventory, ensuring transparency in warranty information, and maintaining toilet facilities. It is hoped that the results of this study can serve 
as a foundation for Bengkel Mandiri AC to improve service quality and customer loyalty.},
             url = {https://eprints.untirta.ac.id/52587/}
}