Measuring Customer Satisfaction and Service Quality in Automobile Repair

Abstract

Nowadays, the condition of the automotive industry in Indonesia continues to grow. The emergence of a new model, the differentiation of vehicle price and another vehicle brand make the automotive industry more competitive. The result can make customers easily switch from one brand to another brand. Maintaining customers is an important item for companies. After-sales-service in particular automobile repair become one of consideration for customer chooses a brand. This paper has the aims are to measure and analyze customer satisfaction for automobile repair service. This paper to measure the gap between perceived quality and expectation quality used SERVQUAL method. The quality attributes obtained by interview five experts and distributed to 434 respondent and finally statistical analysis. The overall dimension of service quality for automobile repair was found below the expectation.

Keywords: Customer Satisfaction, Service Quality, Automobile Repair