Improving of the Mechanic Qualification Standard Related to Customer Satisfaction at Leading Heavy Equipment Distributor Company in Indonesia

Abstract

Product support services have an important role in the heavy equipment business because they are long-term relationship builder with customers which affects sales of heavy equipment. In product support services, mechanic has a dominant influence because apart from being a service provider, mechanic is also front liner who shapes customer perceptions regarding product support services. It makes mechanic as a top priority in the company's competency development programs. The main problem is how to align the mechanic development program with customer satisfaction. This study aims to arrange a competency development framework in the form of qualification standard which confirmed with customer satisfaction using the Quality Function Deployment (QFD). The correlation between qualification standard with customer satisfaction is analyzed by regression analysis on the Structural Equation Model (SEM) using the Ωnyq software. The finding of this research is the qualification standard with comprehensive requirements in Technical Operating Competency (TOC), Business Management Competency (BMC) and Behavior Competency (BC) has better and consistent impact on customer satisfaction.