PENINGKATAN KUALITAS PELAYANAN SERVICE RINGAN DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN WORK SAMPLING

Abstract

PT Patria Anugrah Sentosa is a company engaged in three fields, namely goods sales, service sales and warehousing. The goods sold are auto parts, both standard parts and variations of various types of motorcycles. Services in the form of service and repairs are light services and heavy service. The Servqual method is a method used to measure service quality from the attributes of each dimension, so that the gap value (gap) is obtained which is the difference between consumer perceptions of services that have been received in the hope of being accepted. Sampling work or work sampling is a technique for holding a large number of observations on work activities of machines, processes or workers / operators. Work measurement with work sampling method is a direct measurement of work because the implementation of measurement activities must be directly in the workplace under study. In the way of sampling the work of the observer does not have to be constantly at the place of work but observes only at predeterminedtimes.