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Customer involvement in car workshop service improvement: an application of ahp

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Customer satisfaction on service quality of a car workshop affects customer retention to come to the same car workshop and their decision when they are going to buy another new car. Base on this insight, this thesis projects promotes performance measurement of a car workshop from customer relationship point of view. IDEF0 is used as reference in developing the dimension of the measures. Expert judgment is utilized to determine the weight of the measures of the car workshop performance. The metric of performance measures is verified by conducting survey to several authorized car workshop in Jakarta, Indonesia. This study is also useful for company in making decision on procurement process of the official car of the company of the office when the performance of the product support, which is represented by the car workshop as the service provider, is included in their consideration.

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Availability

B00926

(wh)

Available but not for loan - Missing

Detail Information

Series Title

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Call Number

926

Publisher

: Swiss German University., 2011

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

IE

Specific Detail Info

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Statement of Responsibility

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