Operation Service Delivery System Design In Automotive Reparation Business UD. Wirnaya Artha Motor

ABSTRACT : Service design is important to be able to achieve customer satisfaction.. To be able to designthis, a house of quality is used that connects the desires of the customer and the company’s ability to respond, inaddition to know the company’s position in competition. The study population was all customers of UD.Wirnaya Artha Motor. 95 people used as samples through purposive sampling. The analytical tool used is theHouse of Quality. The results of this study indicate that UD. Wirnaya Artha Motor has not been able to meet thedesires or needs of customers properly seen from the gap between the level of importance with the level ofcompany performance. There are 19 service indicators that become customer requirements and 19 technicalrequirements, position UD. Wirnaya Artha Motor is superior to its competitors, but there are still improvementsthat need to be done to improve customer satisfaction.Keywords -Service design, QFD, House of Quality.