Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Bengkel AHASS Honda Tangerang

  • Henny Armaniah Universitas Bina Sarana Informatika
  • Amas Sari Marthanti Universitas Bina Sarana Informatika
  • Faif Yusuf Universitas Bina Sarana Informatika
Keywords: Quality of Service, Consumer Satisfaction

Abstract

This study aims to test the impact of service quality and customer satisfaction. This study uses a quantitative method using SPSS Application 24.0. The research population is all motorcycle service customers at AHASS Honda Tangerang. The sample was taken by 93 respondents and the data source used was the primary data obtained by disseminating the questionnaire. Methods of data analysis from research using correlation coefficient, determination coefficient and simple linear regression test. Based on the calculation of the correlation coefficient to find out how much the interpretation between service quality to customer satisfaction is obtained by 0.831 which shows that there is a positive and very strong relationship between service quality and customer satisfaction at the Honda AHASS Tangerang Workshop. From the calculation of the Determined Coefficient (KD) of 0.691 and from simple linear regression analysis can be found the relationship between service quality and customer satisfaction Y = a + bX = (10,367 + 0.748X)

 

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Published
2019-07-15