Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pada Bengkel Pelita Motor

Authors

  • Alfin Bimbing Program Studi Administrasi Bisnis, Universitas Sam Ratulangi
  • Lucky F. Tamengkel Program Studi Administrasi Bisnis, Universitas Sam Ratulangi
  • Danny D. S. Mukuan Program Studi Administrasi Bisnis, Universitas Sam Ratulangi

DOI:

https://doi.org/10.35797/jab.14.1.43-47

Keywords:

service, quality, customer satifaction

Abstract

This study aims to determine whether service quality affects customer satisfaction at Pelita Motor Workshop. This research is quantitative research with a simple linear regression analysis technique. The sample in this study amounted to 60 respondents. Statistical tests used in this study were validity tests, reliability tests, normality tests, simple correlation coefficient tests, partial tests, and determination tests. proved to be correct and acceptable. Through the determination test, it was found that service quality had an effect of 63,5% on customer satisfaction at Pelita Motor Workshop.

References

Ali, H. (2013). Marketing dan Kasus-Kasus Pilihan. Yogyakarta. CAPS (Center for Academic Publishing Service).

Kotler, P. (2009). Manajemen Pemasaran. Jakarta: Erlangga

Kotler, P Dan Amstrong, G. (2012). Prinsip-Prinsip Pemasaran. Edisi 13 Jilid 1. Jakarta: Erlangga

Nugroho J. Setiadi. (2013). Perilaku Konsumen (edisi revisi). Jakarta: Kencana Perdana Media Grup.

Razak, Izmail. (2016). “The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value”. Journal of Marketing and Consumer Research, Vol. 30.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.CV.

Sugiyono. (2018). Metode Penelitian Kuantitatf Kua1itatf dun R&D. Bandung: Alfabeta

Swastha, Basu dan Irawan. (2008). Manajemen Pemasaran Modern. Cetakan Ketiga belas. Yogyakarta: Liberty Yogyakarta.

Tjiptono, F. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi.

Downloads

Published

12-04-2024

How to Cite

Bimbing, A., Tamengkel, L. F., & Mukuan, D. D. S. (2024). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pada Bengkel Pelita Motor. JURNAL ADMINISTRASI BISNIS (JAB), 14(1), 43–47. https://doi.org/10.35797/jab.14.1.43-47

Issue

Section

Articles

Most read articles by the same author(s)

<< < 1 2 3