Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Bengkel Astra Motor Pati

Hariaji, Bagus Panuntun and , Imron Rosyadi, S.E., M.Si. (2018) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Bengkel Astra Motor Pati. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

ABSTRACTIONS This study aims to investigate the influence of service quality on customer satisfaction at Astra Motor Pati Workshop. And to determine the variables that most influential variable on customer satisfaction at Astra Motor Pati Workshop. The sample in this study amounted to 100 respondents. The analysis tools used are normality test, multicollinearity test, otocorelaty test, heteroskedasity test and multiple linear regression analysis test with t test, F test, and coefficient of determination (R2), taking data using questionnaire method to customer respondents at Astra Motor Pati Workshop. This study refers to the positive approach, the approach which began the study with a hypothesis and then followed by hypothesis testing. From the analysis of each variable can be seen that variable reliability, responsiveness, assurance, and empathy no significant effect on customer satisfaction at Astra Motor Pati Bengkel. And the results of the research shows that the variable tangible has the most powerful influence to variable customer satisfaction. It can be seen from the level of probability is the smallest compared to the variable reliability, responsiveness, assurance, and empathy that is equal to 0.001. Keywords: service quality, customer satisfaction

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, customer satisfaction
Subjects:	Q Science > Q Science (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	BAGUS PANUTUN HARIAJI
Date Deposited:	23 Jan 2018 06:26
Last Modified:	23 Jan 2018 06:26
URI:	http://eprints.ums.ac.id/id/eprint/58447

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