Service Quality Improvement Strategy at Asco Izuzu Nginden Workshop Surabaya
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Alfito Yusuf Isa Sugihono*
Sri Lestari
Service quality is a critical factor determining customer satisfaction. According to initial data collection, customers of Asco Isuzu Nginden Workshop expressed dissatisfaction with the quality of service provided by the workshop. Based on this, the study was conducted with the aim of formulating strategies to enhance the service quality of the workshop. The research employed a qualitative approach, utilizing a case study method. The data were analyzed using the SWOT analysis method. The results of the study identified four strategies that can be implemented to improve service quality at Asco Isuzu Nginden Workshop. These four strategies include enhancing mechanic skills through training programs, recruiting new competent mechanics, optimizing spare parts inventory management, and establishing partnerships with additional suppliers to ensure the availability of spare parts. These findings can serve as a reference for Asco Isuzu Nginden Workshop to improve its service quality, as well as for future researchers who wish to explore the same topic with different subjects.
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