KOMALASARI, DEWI (2015) PENERAPAN KUALITAS PELAYANAN PADA BENGKEL DEMANG SAKTI MOTOR. Other thesis, Politeknik Negeri Sriwijaya.
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Text (COVER)
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III GAMBARAN UMUM PERUSAHAAN)
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Text (BAB IV HASIL DAN PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Abstract
The tittle of this final report is “Implementation of Service Quality in Workshop of Demang Sakti Motor”. This report will explain about service that applied by Demang Sakti Motor based on the service quality’s dimensions such as tangibles, reliability, responsiveness, assurance and empathy. This topic is selected due to some complaints given about the service of Demang Sakti Motor. The data is analyzed through the method of answers percentage and score interpretation and processed through Microsoft Excel Program. Based on the processed data, implementation of service quality got 72% that show the service of Demang Sakti Motor had been applied well, eventhough 28% influenced by other factor. Moreover, based on the service had been applied, Demang Sakti Motor had been applied service available with service quality. So, Demang Sakti Motor should keep their service quality that has been applied, and for fulfill the deficiency that other factors such as increase the facilities and equipment with the modern, service creation improvement, and 3S implementation. So that the consumers will feel happy and satisfy with the service.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Service quality, the five dimensions of service quality |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 13 Jan 2016 07:52 |
| Last Modified: | 13 Jan 2016 09:58 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2401 |
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