ANALISIS KESENJANGAN ANTARA EKSPEKTASI KONSUMEN TERHADAP PERSEPSI JASA PELAYANAN (Studi Kasus pada Bengkel Cat dan Las Mobil Warna Indah di Kediri)
DOI:
https://doi.org/10.30737/ekonika.v2i2.39Keywords:
Kesenjangan, Kualitas Pelayanan, Bukti Fisik, kemampuan, daya tanggap, jaminan, perhatianAbstract
In the early survey, the researcher got the features of Warna Indah Car Workshop in not only claimed to give good service but also be able to compete for its survival by giving the best service quality. The purpose of this research is to prove whether any differentiate between perception and expectation from customers toward the service quality dimension at Warna Indah Car Color and Weld Workshop in Kediri which including tangibles, reliability, responsiveness, assurance, and empathy. This research used cross sectional method and the variable was measured once. The population of the research was customers of Warna Indah Car Color and Weld Workshop in Kediri. The data collected used interview, observation, and questionnaire. Based on the calculation of product moment correlation by using software SPSS V22, it was gotten, there was a a gap for each service quality and the highest gap was service quality dimension of T1 indicator ( the location of Warna Indah Workshop), it was analyze by using Kartesius diagram in quadrant B with the low priority -0.15, the average value of service quality ( perception) 3.8125 and service hope ( expectation) 3.9625.Â
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Tujuan dari penelitian ini adalah untuk membuktikan apakah  terdapat kesenjangan antara persepsi dan ekspetasi konsumen terhadap dimensi kualitas pelayanan  yang ada  di  Bengkel  Las  dan  Cat  Warna  Indah  yang meliputi Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Target khusus dalam penelitian ini adalah dimensi kualitas pelayanan manakah yang menjadi prioritas utama untuk diperbaiki agar kesenjangan konsumen dapat di atasi. Penelitian ini menggunakan metode cross sectional, dimana variabel penelitian diukur sekali saja. Adapun populasi dalam penelitian ini adalah pelanggan pengguna jasa Bengkel Las Dan Cat Mobil Warna Indah Di Kediri. Teknik pengumpulan data memakai interview, observasi dan kuisioner. Dengan adanya penelitian ini diharapkan mampu mengetahui kesenjangan konsumen pada Bengkel Las Dan Cat Warna Indah agar kesenjangan tersebut dapat diatasi serta ke depannya kualitas layanan pada Bengkel Cat Warna Indah dapat lebih ditingkatkan sehingga konsumen merasa puas dan kesenjangan tidak muncul di kemudian hari.
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References
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