PENGENDALIAN KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DI BENGKEL MOBIL RAHMAD BARU MOJOKERTO

TRI VITA NURCAHYA RINI

Abstract


Title of this research was Control of Service Quality to Increase Satisfaction of Customer at Car Shed Rahmad Baru Mojokerto. The objective of this research was to know business which conducted by car shed ?Rahmad Baru? Mojokerto to increase service quality in order to customer feel satisfy. The analyzer used is descriptive analysis by P-D-C-A cycle model.
This research conducted PDCA Model that generated information about application PDCA model at car shed Rahmad Baru Mojokerto to increase customer satisfaction. Based on result of research, researcher gives recommendation for car shed as follows: (1) Control of quality based on PDCA model cycle need good cooperation and coordination appropriate with involved division on whole operation of car shed Rahmad Baru Mojokerto. Therefore, car shed or head of car shed party should be able to collect clear information from employees so that all information types of repair would be conducted can be accommodated to determine better policy. (2) To each implementation, job or activity that was conducted by employee should be specialized. This was conducted to reduce deviation on service given by employee of technique division. For example; to repair spooring would be handled by special employee who understands all spooring problem. (3) Because of repair time was limited; employees should be given training about service to customer. This was conducted to avoid customer who asked good and fast repair result.

 

Keyword : Pengendalian Kualitas Pelayanan


Keywords


Pengendalian Kualitas Pelayanan