Analisis Kualitas Pelayanan Berbasis Preferensi Konsumen: Studi Kasus Pada Bengkel Kendaraan Roda Empat

Humiras Hardi Purba, Fransisca Debora, Tosty Maylangi Sitorus, Siti Aisyah, Choesnul Jaqin


Product and service quality factors are important aspects of business continuity. Consumers will abandon low-quality products and services. Consumers will feel satisfied if all aspects of the products and services are appropriately accommodated. Product and service quality have different tendencies because service quality dimensions are more complex than product quality. This study aims to analyze the quality of customer service at auto repair shops based on consumer preferences. Assessment of the level of satisfaction and consumer expectations of each attribute is done by filling out a questionnaire to identify the gap between the level of importance and level of performance. The consumer's assessment of each indicator of the auto repair shop is carried out through a questionnaire filled out to the consumer to find out the gap between the level of importance and the level of performance. The analytical method used is Importance Performance Analysis–IPA showing that the attributes of auto repair shops that need to be improved are [P1] improving the repair period as promised, [P2] Procedures and managerial capabilities in providing adequate service, [P3] Results following consumer recommendations, and [P4] Knowledgeable workshop managers and staff, [P5] Service speed from responsiveness quality dimensions, [P11] Credibility and honesty of workshop managers and staff, [P12] Clarity of communication and information to consumers. The priority of quality attributes of auto repair shops that will be improved can provide alternative development priorities between human resources and limited equipment servicing.


Car Repair Shop, Importance Performance Analysis, Service Quality

Full Text:



M. A. Fathoni and T. H. Syahputri, “Potret Industri Halal Indonesia: Peluang dan Tantangan,” J. Ilm. Ekon. Islam, vol. 6, no. 3, pp. 428–435, 2020.

J. D. Power, “Fulfillment of Pre-Service Process Drives Satisfaction and Builds Trust in Advisor Recommendations,” 2018. [Online]. Available:

F. W. Abdul, “Lean Manufacturing Implementation in Inventory Control as A Repair Process,” J. Logistik Indones., vol. 2, no. 1, pp. 31–36, 2018, doi:

M. S. Hossain and Z. Arnob, “Improvement of Service Quality at Automobile Workshop in Bangladesh,” 2017.

T. K R and K. C. Joseph, “Service Quality Analysis and Improving Customer Satisfaction in Automobile Service Industry using QFD,” Int. J. Ind. Eng. Res. Dev., vol. 4, no. 1, pp. 41–51, 2013.

R. Bundschuhis, “How to make after-sales services pay off,” McKinsey Q., vol. 3, pp. 116–127, 2002.

D. M. Nugroho, “Pengaruh Kualitas Pelayanan, Kualitas Produk Layanan, dan Harga Produk Layanan Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan Prabayar Telkomsel,” J. Oper. Excell., vol. 2, no. 2, pp. 158–174, 2015.

K. . Chang and F. . Wang, “Applying Six Sigma methodology to collaborative forecasting,” Int J Adv Manuf Technol, vol. 39, pp. 1033–1044, 2008.

G. A. Churchill and J. C. Surprenant, “An investigation into the determinants of customer satisfaction,” J. Mark. Res., vol. 19, no. 4, 1982, doi:

T. Levesque and G. H. G. McDougall, “Determinants of customer satisfaction retail banking,” Int. J. Bank Mark., vol. 114, pp. 12–20, 1996, doi:

A. Nindiani, M. Hamsal, and H. H. Purba, “Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery,” Binus Bus. Rev., vol. 9, no. 2, pp. 95–103, 2018, doi: ttps://

H. H. Purba, F. Debora, C. Jaqin, and H. Adiyatna, “Service Quality Analysis: An Empirical Study Of Customer Satisfaction in A Healthcare,” J. Teknol. dan Manaj., vol. 19, no. 1, pp. 33–39, 2021, doi:

J. A. Martilla and J. C. James, “Importance-Performance Analysis,” Importance-performance Anal., vol. 41, no. 1, pp. 77–79, 1997.

G. J. Adinegara and S. Turker, “An Important-Performance Analysis of International Coffee Outlet Service Quality : Empirical Results from Coffee Outlets in Badung, Bali,” IOSR J. Bus. Manag., vol. 18, no. 5, pp. 38–44, 2016, doi: 10.9790/487X-1805013844.

Y.-C. Lee, W.-H. Chu, Q. Chen, and S.-B. Tsai, “Integration of revised simultaneous importance performance analysis and decision making trial and evaluation laboratory: A study of the mobile telecommunication industry,” African J. Bus. Manag., vol. 5, no. 6, pp. 2312–2321, 2011, doi: 10.1177/1687814016641011.

J. Hung Wu, Hsin Tai Tang, Yung Wei Shyu, “An Integrated Approach of Kano’s Model and Importance-Performance Analysis in Identifying Key Success Factors,” Int. J. Banking, Econ. Financ., vol. 2, no. 10, pp. 001–013, 2018.

M. Delima and Puspitasari D, “Analisis Kepuasan Pelanggan pada Bengkel CS Knalpot Semarang dengan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA),” Universitas Diponegoro, Semarang.

G. Dewanti, “Kualitas Pelayanan Pelanggan Bengkel Motor "ABC: menggunakan Konsep Service Quality and Importance-Performance Analysis,” Fakt. Exacta, vol. 10, no. 2, pp. 124–131, 2017.

R. Hutami and N. Amalina, “The Analysis of Service Quality Using Quality Function Deployment Method in PT. Hyundai Mobil Indonesia Auto Repair, Bandung,” in e-Proceeding of Management, 2016, pp. 3006–3016.

A. Tahendrika, “Analisis Kualitas Layanan Service terhadap Tingkat Kepuasan Pengguna Motor Suzuki pada Bengkel PT Sinar Galesong Pratama Makasar,” J. Ekon. Manaj. dan Perbank., vol. 1, no. 3, pp. 85–99, 2015.


  • There are currently no refbacks.