TY  - GEN
ID  - eprints87344
UR  - http://digilib.unila.ac.id/87344/
A1  - Putri , Reza Afridasari	
Y1  - 2024/06/12/
N2  - Tujuan penelitian ini untuk mengetahui penerapan service excellent unit GR
(General Repair) terhadap kepuasan pelanggan di Auto2000 Wayhalim yang
merupakan suatu kegiatan dilakukan oleh staff MRA (Maintenance Reminder
Appointment) unit GR (General Repair) untuk meminimalisir adanya
ketidakpuasan pelanggan dalam diberikan layanan. Metode yang digunakan
dalam penelitian ini adalah metode kualitatif dan teknik pengumpulan data
melalui wawancara, pengamatan, serta dokumentasi. Penerapan service excellent
unit GR (General Repair) terhadap kepuasan pelanggan di Auto2000 Wayhalim
yaitu berpenampilan rapi, mempersiapkan perlengkapan yang dibutuhkan,
menyalakan peralatan yang dibutuhkan, pengecekan data, menghubungi customer,
follow up, penarikan data dan penyimpanan hasil follow up. Hasil penelitian
menyimpulkan Service Excellent unit GR (General Repair) terhadap kepuasan
pelanggan di Auto2000 sudah dilakukan dengan baik.
Kata Kunci : Service Excellent, Kepuasan Pelanggan

The purpose of this research is to determine the application of the GR (General
Repair) unit's excellent service to customer satisfaction at Auto2000 Wayhalim,
which is an activity carried out by the GR (General Repair) unit's MRA
(Maintenance Reminder Appointment) staff to minimize customer dissatisfaction
in providing services. The method used in this research is a qualitative method
and data collection techniques through interviews, observation and
documentation. The application of GR (General Repair) unit excellent service to
customer satisfaction at Auto2000 Wayhalim is to look neat, prepare the required
equipment, turn on the required equipment, check data, contact customers, follow
up, retrieve data and store follow up results. The research results concluded that
the GR (General Repair) unit's excellent service on customer satisfaction at
Auto2000 Wayhalim had been carried out well.

Keywords: Service Excellent, Customer Satisfaction.
PB  - FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
TI  - PENERAPAN SERVICE EXCELLENT PADA GENERAL REPAIR UNIT
TERHADAP KEPUASAN PELANGGAN DI AUTO2000 WAYHALIM
AV  - restricted
ER  -