ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN ( Studi Kasus Pada Bengkel Motor Mandiri Jaya Di Mranggen, Demak )

ANALYSIS OF INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION (Case Study Workshop Motor Mandiri Jaya In Mranggen, Demak)

Penulis : nursalim

Q-MAN Vol. 2 No. 5 | Halaman 49-64


Abstrak

Abstract : Consumer satisfaction is feeling happy or disappointed someone who comes after comparing the performance (results) are considered products of the expected performance. One of the factors that determine customer satisfaction is the customer's perception of the quality of services that focuses on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance and empathy.

The population in this research is that consumers in the motor repair workshop Motor Jaya Mandiri, Jamus, Mranggen, Demak and amounted to 96 respondents. Is the primary data type. Methods of data collection using questionnaires. The analysis technique used is multiple regression.The results of analysis using multiple regression showed that the physical evidence, reliability, responsiveness, assurance and empathy effect on customer satisfaction.

Abstract

Abstract : Consumer satisfaction is feeling happy or disappointed someone who comes after comparing the performance (results) are considered products of the expected performance. One of the factors that determine customer satisfaction is the customer's perception of the quality of services that focuses on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance and empathy.

The population in this research is that consumers in the motor repair workshop Motor Jaya Mandiri, Jamus, Mranggen, Demak and amounted to 96 respondents. Is the primary data type. Methods of data collection using questionnaires. The analysis technique used is multiple regression.The results of analysis using multiple regression showed that the physical evidence, reliability, responsiveness, assurance and empathy effect on customer satisfaction.

 

keywords : Tangible, reliability, responsiveness, assurance. empathy and consumer satisfaction

Diposting tanggal 19 Maret 2013

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