Analisis Kualitas Jasa Pelayanan Dengan Metode Service Quality (SERVQUAL) dan Quality Function Deployment (QFD) Di Bengkel Motor Radja Racing Bekasi

Abstract

This research was conducted to analyze the quality of services provided by a Motor Radja Racing during 
this time to all customers. This paper aims to obtain an effective method to improve the quality of services 
previously existing in the repair Radja Racing Motor Workshop. The method of analysis done in this study 
using the Service Quality (SERVQUAL) and the method of Quality Function Deployment (QFD) that 
modeling in the form of House of Quality (HoQ). The results of this study indicate that the two methods is 
quite effectively used in analyzing the service quality that are in a Radja Racing Motor Workshop. In 
addition, the results of these two methods can be seen that the variables of service should be willing to do 
the repairs and improved is the variable reliability and to attribute is the number of mechanical 
comparable with the vehicles in service. On the other hand, through the method of servqual, QFD is used 
in enhancing and improving the quality of services that already exist coupled perform the evaluation of 
the state of the workshop of the motor