Analysis of the Effect of Service Quality on Customer Satisfaction with Full Time Equivalent, Customer Satisfaction Index, and Importance Performance Matrix in the Time Care Service Center Section

Industrial Engineering Department, Faculty of Engineering, Bina Nusantara University, Jakarta, Indonesia 11480

^* Corresponding author: laurentius.kristiadi@binus.ac.id

Abstract

Timecare Service Center is an official service center in Indonesia that provides aftersales services for watch products with certain brands that have established cooperation. Timecare Service Center has problems in the field of service estimators that have the task of repairing damage to customer products. The service estimator department often experiences an overload, which has a negative impact on employees and customers. A service quality analysis is carried out to determine the influence of these dimensions on customer satisfaction, and then customer satisfaction calculations are carried out. The customer satisfaction index, importance-performance matrix, full-time equivalent, and hypothesis analysis were used in the study. Based on the calculation results, a customer satisfaction index of 85.71% was obtained, which showed a high Time Care customer satisfaction index. The FTE value 2.22 is > 1.28, categorized as a workload in the service overload estimator process. Five dimensions of service quality: four dimensions positively and significantly influence customer satisfaction. The mapping results with the Importance Performance Matrix are known to have two items that must be improved: tangibles and responsiveness.