relation: https://eprints.untirta.ac.id/52587/
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)
creator: FAIZAH, NUR
subject: H Social Sciences (General)
subject: HF Commerce
description: 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.
date: 2025-07-23
type: Thesis
type: NonPeerReviewed
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identifier: https://eprints.untirta.ac.id/52587/21/Nur%20Faizah_3333210043_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/52587/2/Nur%20Faizah_3333210043_01.pdf
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identifier: https://eprints.untirta.ac.id/52587/7/Nur%20Faizah_3333210043_06.pdf
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identifier: https://eprints.untirta.ac.id/52587/9/Nur%20Faizah_3333210043_Ref.pdf
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identifier: https://eprints.untirta.ac.id/52587/8/Nur%20Faizah_3333210043_Lamp.pdf
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identifier: https://eprints.untirta.ac.id/52587/10/Nur%20Faizah_3333210043_CP.pdf
identifier:   FAIZAH, NUR  (2025) 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).  S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.