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Differences Analysis of Expectation and Perception Customer Toward Service Quality from After Sales Service at PT.Astra International Tbk Auto2 000 Soekarno Hatta Branch

Tugas Akhir, 066 / 2012 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2014-05-14 10:11:29
Oleh : Agung Setiabudi - 08731033 (agungsetiabudhi@yahoo.com)
Dibuat : 2014-05-14, dengan 4 file

Keyword : harapan, persepsi, kualitaslayanan,perbedaan (gap)
Subjek : expectations, perceptions, service quality, difference (gap)

Tujuan dari penelitian ini adalah untuk mengetahui apakah ada perbedaan (gap) antara persepsi dan harapan konsumen terhadap kualitas layanan dan untuk mengetahui apakah harapan melebihi persepsi konsumen.Populasi dalam penelitian ini adalah pelanggan yang telah membeli kendaraan Toyota dan melakukan service kendaraan di Auto2000 Soekarno Hatta, sampel yang diambilsebanyak 100 orang dengan menggunakan simple random sampling.Untuk mengukur kualitas layanan digunakan lima dimensi yaitu Keandalan (Reliability), DayaTanggap (Responsiveness), Jaminan (Assurance), Empati (Emphaty), BuktiFisik (Tangible). Data diolah dengan menggunakan metode analisis deskriptif dan analisis perbandingan rata-rata, dengan menggunakan uji paired sampled t test. Hasil penelitian menunjukan bahwa adanya perbedaan antara persepsi dan harapan konsumen terhadap kualitas layanan, dimana harapan konsumen lebih besar daripada persepsi mereka. Kata Kunci: harapan, persepsi, kualitaslayanan,perbedaan (gap)

Deskripsi Alternatif :

The purpose of this study was to determine whether there is a difference (gap) between the perceptions and expectations of consumers to quality service and to determine whether consumer perceptions exceed expectations. The populations in this study are the customers who have purchased Toyota vehicles and service vehicles perform in Auto2000 SoekarnoHatta. Samples were taken as many as 100 people by using simple random sampling. To measures the service quality used five dimensions that isReliability, Responsiveness, Assurance, Empathy, and tangible. Data processed using descriptive analysis methods and comparative analysis of average, using paired sample t test. The results showed there are difference between perceptions and expectations of consumers on quality of service where the expectations of customers are greater than their perception. Keywords: expectations, perceptions, service quality, difference (gap)

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