Services Quality Improvement in AHASS REJEKI MOTOR based on SERVQUAL Model and Kano Model

Abstract

According to data obtained from the Indonesian Motorcycle Industry Association (AISI), sales of Honda motorcycles is the greatest in the first half of 2010. Honda motors provide service called AHASS (Honda Authorized Service Station) who has many competitors in Bandung. The method used to measure service quality in this study is SERVQUAL Model 5 Gap and Kano Model. Attributes used to measure the quality of services obtained from 22 attributes SERVQUAL. 5 Gap SERVQUAL model aims to determine whether there is a gap between expectations and consumer perceptions of service quality (gap 5) and its possible causes of the gap is gap 1, gap 2, gap 3 and gap 4. The data required from SERVQUAL model was obtained from questionnaires distributed to consumers AHASS Rejeki Motor, management, and the employee. Meanwhile, the Kano model aiming to categorize the service quality attributes into the category of Kano. Kano categories must be included, as one dimensional, attractive, indifferent, questionable, and the reverse. The data required for processing Kano model was obtained from questionnaires distributed to consumers AHASS. Once known attribute anywhere that has a gap 5 in the calculation of SERVQUAL and the known attributes which must be categorized and one dimensional on the Kano model made several suggestions. The proposal in question include providing advice box, provides a checklist form motor damage to consumers, the "Employee of the Month", to make SOP employee attitudes, placing security guards near the front office desk, set up display "You Will Get Free Service If You Are Not Preferred" in the waiting room, handing out questionnaires, and repair of spare parts inventory systems.