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

  • 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
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
How to Cite
Tias, S. A., Muhammad, A., Navalino, D. A., & Gunadi, G. I. (2023). Analysis of Servqual Repair Using the IPA Method in CN235 Aircraft Maintenance Services by PT Dirgantara Indonesia Maintenance, Repair, and Overhaul. International Journal of Social Science Research and Review, 6(1), 354-362. https://doi.org/10.47814/ijssrr.v6i1.927