ANALISIS KUALITAS PELAYANAN PADA BENGKEL AHASS TLOGOMAS MOTOR

The rapid development of the automotive market and the addition of vehicles have a positive influence on service activities. Servicing is of course carried out by a workshop that is competent in taking care of several vehicle maintenances. Ahass Tlogomas Motor Repair Shop is a motorbike service company in Malang. Ahass Tlogomas Motor Workshop is experiencing the problem of decreasing the number of consumers due to the quality of service of the Ahass Tlogomas Motor Workshop. In this study, measuring the results of service quality at the Ahass Tlogomas Motor workshop and the Superior Jaya Motor workshop as a comparison which is also a competitor of the Ahass Tlogomas Motor workshop. The quality dimensions used are tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) which are 15 attributes of the questionnaire using 100 respondents. In this study using the QFD (Quality Function Deployment) analysis tool. QFD is a method used to design a product or service process that is tailored to consumer desires. The result is based on quality improvement actions that are prioritized from the results of the technical response of the ahass tlogomas motorbike workshop by adding repair equipment. The repair shop needs to do this so that the results of the services provided can be maximized and able to compete with competitors