Analisis Pengaruh Kualitas Pelayanan Servis Motor Terhadap Kepuasan Konsumen Pada Dealer Putra Utama Motor Sukoharjo

Sholikin, Muhamat and , Lukman Hakim, S.E., M.Si. (2017) Analisis Pengaruh Kualitas Pelayanan Servis Motor Terhadap Kepuasan Konsumen Pada Dealer Putra Utama Motor Sukoharjo. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of motor service service quality on customer satisfaction at the Putra Utama Motor Sukoharjo dealer and analyze the most dominant dimension affecting consumer satisfaction. Population in this research is consumer who do motor service at dealer of Putra Utama Motor Sukoharjo. The sampling technique used is simple random sampling with 68 respondents who perform motor service at the Putra Utama Motor Sukoharjo dealer collected for 6 days. Hypothesis testing in this study using multiple regression analysis tools, t test, F test and coefficient of determination (R2). Based on the calculation of the coefficient of determination (R2) obtained by the coefficient of determination (R2) of 0,508, this means that the variable quality of service in the model explain variation Consumer Satisfaction who perform motor service at Dealer Putra Utama Motor Sukoharjo 50.8% and 49.2 % is explained by other factors outside the model. Based on F test shows that tangible, reliability, responsiveness, assurance, and emphaty together influence in consumer satisfaction. Based on t test show that reliability and responsiveness have a significant effect on customer satisfaction but tangible, assurance and emphaty have no significant effect on customer satisfaction. Responsiveness is the most dominant variable in affecting consumer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	tangible, reliability, responsiveness, assurance, emphaty, consumer satisfaction.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HJ Public Finance
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	MUHAMAT SHOLIKIN
Date Deposited:	03 Nov 2017 06:45
Last Modified:	06 Nov 2017 01:20
URI:	http://eprints.ums.ac.id/id/eprint/56871

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