Measuring product service system: an application of data envelopment analysis in car after sales service
Product service system (PSS) means the combination of product and service into one system and in this paper the system is in car after sales service. PSS has a strong correlation in car after sales service because car after sales service is an activity which involves product and service. Product is produced by car manufacturer and service is produced by car workshop and that's why this research is conducted at several car workshops. This paper is focusing on measuring product service system and productivity, especially in car aftersales service improvement. Collecting customer opinions is the best way to measure product service system in car aftersales service. By measuring product service system performance, it is expected that improvement suggestion for workshop can be obtained and analyzed. The productivity evaluation is conducted using Data Envelopment Analysis (DEA), and the analysis is done using ANOVA & spearman's rank correlation. DEA and some analysis methods will obtain the most productive workshop in terms of car after sales service.
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