Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan Bengkel Motor Ando Tombatu

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.