Analysis of Servqual Repair Using the IPA Method in CN235 Aircraft Maintenance Services by PT Dirgantara Indonesia Maintenance, Repair, and Overhaul

Authors

  • Salsa Ayuning Tias Defense Industry Study Program, Faculty of Defense Technology, The Republic of Indonesia Defense University, Indonesia
  • Ade Muhammad Defense Industry Study Program, Faculty of Defense Technology, The Republic of Indonesia Defense University, Indonesia
  • Djoko Andreas Navalino Defense Industry Study Program, Faculty of Defense Technology, The Republic of Indonesia Defense University, Indonesia
  • Gathut Imam Gunadi Defense Industry Study Program, Faculty of Defense Technology, The Republic of Indonesia Defense University, Indonesia

DOI:

https://doi.org/10.47814/ijssrr.v6i1.927

Keywords:

Service Quality; GAP Analysis; IPA Analysis; CN235 Aircraft; PT DI

Abstract

The increasing competition in the business world, particularly in the manufacturing and service industries, has prompted business owners to measure their operations from the perspective of their customers through customer quality analysis. The maintenance service performed at PT Dirgantara Indonesia for the CN235 Aircraft of the Indonesian Air Force's 27th Squadron was analyzed using service quality methods such as GAP analysis and IPA analysis. According to the research results of this analysis, PT Dirgantara Indonesia must improve its CN235 aircraft maintenance services' timeliness, flexibility, information and communication disclosure, and payment methods.

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Published

2023-01-06

Issue

Vol. 6 No. 1 (2023): IJSSRR VOL 6 NO 1 2023 JANUARY

Section

Main Articles

License

Authors retain copyright of their published work and grant the International Journal of Social Science Research and Review (IJSSRR) the right of first publication.

Articles published in IJSSRR are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits use, distribution, and reproduction in any medium, provided that the original work is properly cited.

Authors are permitted to share, archive, and distribute the published version of their work, provided that proper acknowledgement of the original publication in IJSSRR is given.

How to Cite

Analysis of Servqual Repair Using the IPA Method in CN235 Aircraft Maintenance Services by PT Dirgantara Indonesia Maintenance, Repair, and Overhaul. (2023). International Journal of Social Science Research and Review, 6(1), 354-362. https://doi.org/10.47814/ijssrr.v6i1.927

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