Analisis Kepuasan Konsumen Terhadap Pelayanan Servise Kendaraan Bermotor(Studi Empiris Pada Cendana Motor Purwodadi)

Cahya Sari Eka Poetri, Narlita and , Jati Waskito, SE., MSi (2017) Analisis Kepuasan Konsumen Terhadap Pelayanan Servise Kendaraan Bermotor(Studi Empiris Pada Cendana Motor Purwodadi). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to examine the effects of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy) to customer satisfaction. Based on the results of this study is expected to be considered and input for companies in implementing policies and strategies in the field of marketing to develop their business. Hypothesis testing in this research using moderating regression analysis tool with t test, F test and coefficient of determination (R2). The population in this study are consumers who perform motor service on Cendana Motor Purwodadi. The sample in this research is 100 consumers who perform motor service on Cendana Motor Purwodadi. Based on the result of research known that there is no influence of tangible variable (X1) to consumer satisfaction in Cendana Motor Purwodadi, so H1 is rejected truth. There is influence of variable reliability (X2) to consumer satisfaction in Cendana Motor Purwodadi, so H2 accepted truth. There is influence of variable responsiveness (X3) to consumer satisfaction in Cendana Motor Purwodadi, so H3 accepted truth. There is influence of assurance variable (X4) to consumer satisfaction in Cendana Motor Purwodadi, so H4 accepted its truth. There is no influence of emphaty variable (X5) to consumer satisfaction in Cendana Motor Purwodadi, so H5 is rejected truth.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Physical, Reliability, Responsiveness, Warranty, and Empathy
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	NARLITA CAHYA SARI EKA POETRI
Date Deposited:	03 Aug 2017 06:26
Last Modified:	03 Aug 2017 06:26
URI:	http://eprints.ums.ac.id/id/eprint/54160

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