PENGARUH KUALITAS PELAYANAN PERBAIKAN SEPEDA MOTOR TERHADAP LOYALITAS PELANGGAN DI BENGKEL CITRA HARAPAN MOTOR BEKASI

Sasono, Norman (2003) PENGARUH KUALITAS PELAYANAN PERBAIKAN SEPEDA MOTOR TERHADAP LOYALITAS PELANGGAN DI BENGKEL CITRA HARAPAN MOTOR BEKASI.

Full text not available from this repository.
Official URL: http://elib.unikom.ac.id/gdl.php?mod=browse&op=rea...

Abstract

Growth of[is effort area of service of motorbike repair in range of time this five year experience of the mushroom growth. That matter is proven with more and more his/its is service firm of area of service of motorbike repair standing. Phenomenon of like that's causing the happening of inter company emulation is area of service of motorbike repair to get the customer and maintain it by applying various service strategy. Workshop of Image of Expectation of Motor Bekasi represent the company which is one of its effort area make a move the area of tribe sale reserve the spare parts and service of motorbike repair. In this writing Script, writer make this company as object in research, that is to know To know the dimension of service quality of what most dominant to loyalty customer, and To know the influence of service quality by loyalty of customer by using method analyses. Starting from above description, hence this research is conducted to know the service quality and also see the influence by loyalty customer. Sample from this research is all customer remain to in Workshop of Image of Expectation of Motor Bekasi. As for method used by is research survey, by using questioner as a means of assist to collect the data propagated to responder ( n = 44). To reach the research target used by a method Analyses the Multiple Regression, and use the test F and test t. While to know the level of contribution of variable of service quality to variable of satisfaction of customer used by value of R Square/ Adjusted R Square. Pursuant to statistical analysis, obtained by of equation regression formed by is Y = 3,682 + 0,275 X1 + 0,329 X2 + 0,342 X3 + 0,248 X4 + 0,257 X5, with the result of there are strong relation between service quality and fifth of accurate dimension with the customer satisfaction ( R = 0,906; Adjusted R Square = 0,820; F count = 34,622 and t count the Reliability = 3,562; t count the Responsiveness = 2,514; t count the Assurance = 2,206; t count the Empathy = 2,102; t count the Tangible = 2,078 ). Here in after, through test significant obtained by result that sample taken own the relation with the population representing place of where that sample is taken. Thereby, result of research serve the purpose of the basis for conclusion withdrawal.

Item Type: Article
Subjects: S1-Final Project > Fakultas Ekonomi Bisnis > Manajemen > 2003
Divisions: Universitas Komputer Indonesia > Fakultas Ekonomi
Universitas Komputer Indonesia > Fakultas Ekonomi > Manajemen (S1)
Depositing User: M.Kom Taryana Suryana
Date Deposited: 16 Nov 2016 07:40
Last Modified: 16 Nov 2016 07:40
URI: https://repository.unikom.ac.id/id/eprint/4842

Actions (login required)

View Item View Item