Implementation of total quality management and importance-performance analysis for technical service optimization in a maintenance workshop : a case study of PT XYZ
Quantitative analysis enhances customer satisfaction at PT XYZ’s technical service workshop, suggesting key improvements.
Key Points
Customer satisfaction increased significantly, achieving a Net Promoter Score of 57.29% and an Internal Customer Satisfaction Index of 86.9%.
Total Quality Management and service quality together explained 84.3% of customer satisfaction variance, indicating their strong influence on outcomes.
The study employed Importance-Performance Analysis to prioritize improvements, with education and training emerging as crucial factors.
Post-implementation, the workshop realized a 20% reduction in processing time, completing 182 service activities and improving operational efficiency.