Analisis Kualitas Pelayanan Servis Mobil Pada PT. Agung Toyota 4 Harapan Raya Kota Pekanbaru

Anam, Much. Khairul (2019) Analisis Kualitas Pelayanan Servis Mobil Pada PT. Agung Toyota 4 Harapan Raya Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

PT. Agung Toyota 4 Harapan Raya is engaged in the business of selling Toyota brand cars and providing workshop services. The service itself includes maintenance and repair services for vehicles and the supply of spare parts. Talking about customer loyalty will be seen in the behavior of consumers. Someone will be said to be loyal to the company if they make a product purchase or service use that is repeated, or there is a repurchase by the consumer in the company in the form of goods or other services. Customers in the loyal category are customers who feel very satisfied with the product or service provided by the business actor, so they have the enthusiasm to recommend to others. The purpose of this study is to know and explain the quality of car service services at PT. Agung Toyota 4 Harapan Raya Kota Pekanbaru. The method used is a quantitative method. Techniques for collecting data on interviews, observation and documentation. This study concluded that the Implementation of Service Quality of Car Service at PT. Agung Toyota 4 Harapan Raya Kota Pekanbaru in the fairly good category. This shows that the services provided especially for customers are still considered to be less than optimal, where customers assume that in conveying information, it does not make the customer understand the problems of the car and the length of service provided due to the limited number of technicians available. Factors that hinder in providing car service services at PT. Agung Toyota 4 Harapan Raya Kota Pekanbaru, namely: the implementation of management is often not running so that running activities as they are and facilities and infrastructure is an important aspect in achieving the targets of Shoroom programs. But what happened to Showroom in Indonesia seemed to be ignored by the government because the geographical area was difficult to reach, so the facilities and infrastructure in Showroom were very limited.

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