Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Service Pada PT. Astra International Tbk. – Daihatsu Malalayang
DOI:
https://doi.org/10.35797/jab.v8.i2.51-59Keywords:
Service quality, Customer Satisfaction.Abstract
The purpose of this study was to study the effect of service quality consisting of tangible, reliability, responsiveness, assurance, and empathy strengthening towards customer satisfaction. Regarding the problem in this study, whether the service quality offered to customer satisfaction services at PT. Astra International Tbk. - Daihatsu Malalayang. This type of research is quantitative research with descriptive research. The populations in this study were all service customers at PT. Astra International Tbk. - Daihatsu Malalayang, with a sample of 99 respondents. Technique analysis data uses multiple linear regression, t test, f test, and test coefficient of determination (R2). Based on the results of multiple linear regression analysis that includes simultaneous tangible, reliability, responsiveness, assurance, and empathy strengthen the service satisfaction of customers at PT. Astra International Tbk. - Daihatsu Malalayang by 54.0%. While the variables of reliability, responsiveness, and assurance are not partial to customer service satisfaction at PT. Astra International Tbk. - Daihatsu Malalayang. And the most dominant service quality variable is empathy.References
Hardiyansyah, 2018. Kualitas Pelayanan Publik. Bandung-Palembang: Gava Media.
Irjayanti, E., Tampi, J. R. E., dan Mukuan, D. D. S. 2018. Pengaruh kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Klinik Esther House of Beauty Manado (Studi Kasus Pada Pelanggan Klinik Esther House of Beauty Manado). Jurnal Administrasi Bisnis 6, (2). http://garuda.ristekdikti.go.id.
Kotler, Philip dan Gary Armstrong. 2012. Dasar-Dasar Pemasaran, Edisi Kesembilan, Jilid 1, Penerbit PT. Indeks Kelompok Gramedia: Jakarta.
Lovelock C., Wirtz J., and Mussry J. 2010. Pemasaran Jasa - Perspektif Indonesia. Alih Bahasa: Wulandari D., dan Putera D. B. Jilid 1. Jakarta: Erlangga.
Lupioyadi. 2014. Manajemen Pemasaran Jasa: Teori Dan Praktek. Jakarta: Salemba Empat.
Suhendi, Sasangka, I. 2014. Pengantar Bisnis. Bandung: Alfabeta.
Suryadana, M. L dan Vanny, O. 2015. Pengantar Pemasaran Pariwisata. Bandung: Alfabeta.
Tjiptono. 2012. Pemasaran Strategi. Yogyakarta: ANDI.
Tjiptono, Fandi dan Gregorius Chandra. 2014. Service Quality dan Satisfaction Edisi Ketiga. Yogyakarta: Andi Offset.
