ADJUSTMENT OF QUALITY SERVICE SECTOR SERVICES IN THE NEW NORMAL ERA

The economies of the countries in the world, including Indonesia, have become very bad because of the Covid-19 pandemic that has engulfed the whole world. Almost all sectors can be said to be paralyzed, based on a release from the Central Statistics Agency, the number of foreign tourists coming to Indonesia in the first quarter of 2020 also dropped dramatically to only 2.61 million visits, a decrease of 34.9 percent when compared to last year. This is in line with the inter-country flight ban that began in mid March. The absence of activity for 3 months since mid-March there is still a service service business that still exists by making adjustments based on the new normal era.Service is an important aspect of determining the success of an organization engaged in services, the better the services provided, the higher the likelihood that the organization will continue. Good services are services that are expected to be the same as perceived services, so that later it will have a positive impact on the company (Noer, Ciptomulyono, & Sudarso, 2014). Services have characteristics such as intangibility, heteroginity, and simultaneous which make the design process complex and variation in services become inevitable (Ray & Chawla, 2016). Another important aspect of the service is how the service can be delivered well by the company to consumers (Arshad & Su, 2015).

Service is an important aspect of determining the success of an organization engaged in services, the better the services provided, the higher the likelihood that the organization will continue. Good services are services that are expected to be the same as perceived services, so that later it will have a positive impact on the company (Noer, Ciptomulyono, & Sudarso, 2014). Services have characteristics such as intangibility, heteroginity, and simultaneous which make the design process complex and variation in services become inevitable (Ray & Chawla, 2016). Another important aspect of the service is how the service can be delivered well by the company to consumers (Arshad & Su, 2015).

UD. Wirnaya Artha Motor is one of the individual companies engaged in the automotive repair (workshop) business, this company has been established for 35 years. In addition to serving motorcycle and car services, this company also sells a variety of spare parts and other motorcycle / car needs. Observations about the company's immediate circumstances and interviews with customers illustrate how satisfied and what their complaints about the services of the company. Although it has long been established, on its way this company encountered problems. Complaints due to long waiting times, queuing systems that are not clear, frequent errors in maintenance make customers often move to other similar companies. To overcome this, a good service design is needed and can be systemized with blueprint to minimize waiting times, errors in maintenance, and increase customer satisfaction with UD garage service services. Wirnaya Artha Motor.In fulfilling customer desires and satisfaction, UD. Wirnaya Artha Motor uses the QFD (Quality Function Deployment) technique with the tools used by House of Quality, as follows:

           No.      Customer Requirements / Consumer Needs / Consumer Desires

1.                        Doing work according to the promised time

2.                        Provide reliable services

3.                        Respond and provide solutions to customer complaints

4.                        Provide guaranteed costs in the service

5.                        Consumers are guaranteed security when their vehicle is serviced

6.                     There is a guarantee of warranty if the goods or services provided are not in accordance with the wishes of the consumer

7.                       Officers serve with a friendly and polite attitude

8.                       Officers serving non-discriminatory (discriminating)

9.                       Has up to date equipment and machinery

10.                   The appearance of the workshop is clean and attractive

           No.                            Technical Requirements

            1.                Technicians have character and integrity at work

            2.                Complete service tools

            3.                           There is training for new employees to guarantee service quality

            4.                For heavy service (for example dismantling the machine) is given a warranty in accordance with the applicable terms

                               and conditions

            5.               There is a re-check of the vehicle that has been serviced

6.                           Newly arrived customers are welcomed politely and friendly

7.                           Customers can do a free consultation about the problems of the vehicle

8.                           Vehicle cleaning after service

9.                           Sufficient number of technicians in service

10.                       Safety of equipment and machinery for service

New normal is a change in behavior to keep running normal activities through scenarios to accelerate the handling of Covid-19 from the health and socio-economic aspects. Thus the public is allowed to return to their activities by following the health protocol before the vaccine is actually found. Dnia health organization (WHO) has established several criteria to be able to carry out new normal that is not increasing transmission and the health system to respond to co-19 services

In a pandemic such as now, to be able to continue to exist, companies need to make improvements in service services. The most important thing is to make a health protocol, which is every employee must use a mask, gloves, and also a face shield. For each customer who arrives it is mandatory to wear a mask and wash hands with running water or hand sanitizer that has been provided, in addition to the incoming vehicle is also sprayed with a disinfectant to maintain the stability of the vehicle when entering the service area. For customers who are waiting are given a distance of 1 meter between customers. Officers who receive payments are also required to wear masks, face shields, and gloves. To prevent the booming of customers, a reservation system can be provided so as to avoid crowds because they are queuing up for service.

By making the health protocol, consumers do not hesitate or worry anymore in doing service, so that the company still exists even in the co-19 pandemic.