| dc.description.abstract | Consumers' perception on the service quality is frequently different from
what has been expected. This difference is, at least, influenced by five gaps
between expectation and the service quality which is offered. These gaps, amoi,0
others, are the discrepancy between the customers' expectation and the pcrccpL:c ..
of a company's management, and the discrepancy between the perception of a
company's management and the specification of service qualityo
The aim of the study was to evaluate the consumers' perception and
expectation on the consumers of PT. Astra International, Tbk. Toyota. After the
observation had been made, it was found out that the consistent level of the
customers tended to decreased by the end of the maintenance which was
guaranteed by the manufacturer. This study was inspired by the previous studies
which were related to the measurement of the service quality and the methods to
increase the service quality. They were obtained from the libraries and internet.
The ctata were collected by handing out questionnaires after identifying the
variables specified by attributes which were developed by Parasuraman and
Dabolkhar. The technique of data processing used SPSS and Structural Equation
Modeling (SEM) with Lisrel base. It was used to the Analysis Confirmatory
Model in order to represent the up-to-date model which was preceded by content
validity test by using Pearson product moment correlation and reliability test by
using cronbach alpha. Some service quality attributes developed by Parasuraman
which were used as the variables of the study were correlated with Accessibility,
Tangibility, Responsiveness, Competence, and Reliability; whereas to measure
Customers' Expectation and Loyalty, the researcher collaborated with the
attributes of Toyota Service Model which was referred to TSM Kodowari with the
basic elements of Assets, Operation, and Staffs supported by 77 items. The results
of the study showed that customers' consistence and loyalty was significantly
influenced by service quality. | en_US |
