Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Bengkel Motor Ando Tombatu

Bruri Manengal, Johny A. F. Kalangi, Aneke Y. Punuindoong

Abstract


This study aims to determine the effect of service quality on customer satisfaction. In this study, sampling using a Likert scale and the research method is a quantitative research method with the sampling technique using the Accidental Sampling technique, which means taking respondents as a sample based on chance, i.e. anyone who happens to meet the researcher can be used as a sample if the person who happens to be met suitable as a data source with the main criteria being that the person is a buyer or consumer. The data analysis technique in this study used SPSS version 25 for window. The results of this study indicate that service quality has a positive effect on customer satisfaction. The level of relationship of the two variables of service quality to customer satisfaction has a positive relationship. The data generated is seen from the results of the T test (persial), namely the variable service quality has a positive effect with a value of 0.451. And through the coefficient of determination where the service quality variable explains 28.9% effect on customer satisfaction, with the rest influenced by factors not examined in this study. From the results of the regression analysis the effect of service quality has a significant positive effect with a sif value of 0.000. This means that if the variable service quality is getting better, it will cause or encourage customer satisfaction.


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