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

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