PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL SIMPANG LIMA BINUANG

ULFA, ULFA (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL SIMPANG LIMA BINUANG. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk menguji : Kualitas pelayanan terhadap kepuasan pelanggan Bengkel simpang lima binuang. Dan Kepuasan pelanggan yang telah diberikan Bengkel simpang lima binuang. Rancangan penelitian ini adalah penelitian kuantitatif dan merupakan penelitian survei. Populasi penelitian sebagian pelanggan Bengkel Simpang Lima Binuang dan sampel sebesar 382 responden dengan analisis data Regresi sederhana. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan pada Bengkel simpang lima binuang. Adapun besarnya pengaruh antara variabel kualitas pelayanan terhadap kepuasan pelanggan sebesar 0,960. Dan nilai t hitung sebesar 66,587. Hal ini menunjukkan bahwa hubungan antara kualitas pelayanan terhadap kepuasan pelanggan sangat kuat. Dengan demikian bengkel simpang lima binuang harus tetap mempertahankan kualitas pelayanan yang telah diberikan selama ini. Jadi semakin baik kualitas pelayanan yang diberikan oleh bengkel simpang lima binuang maka semakin tinggi pula kepuasan pelanggan. This research aims to test: (1) Quality of service to customer satisfaction Workshop intersection liam binuang. (2) Customer satisfaction that has been given workshop intersection five binuang. The design of this research is quantitative research and is a survey research. The research population of some customers of Simpang Lima Binuang Workshop and a sample of 382 respondents with a simple regression data analysis The results showed that the quality of service had a significant effect on customer satisfaction at the workshop intersection five binuang. The magnitude of the influence between variable quality of service to customer satisfaction is 0.960. And the calculated t value is 66,587. This shows that the relationship between the quality of service to customer satisfaction is very strong. Thus the workshop intersection five binuang must still maintain the quality of service that has been provided so far. So the better the quality of service provided by the intersection workshop binuang then the higher the customer satisfaction.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Pelayanan Terhadap Kepuasan Pelanggan Quality of Service to Customer Satisfaction.
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HB Economic Theory
H Social Sciences > HE Transportation and Communications
Depositing User: Ulfa
Date Deposited: 24 Sep 2021 02:31
Last Modified: 24 Sep 2021 02:31
URI: http://eprints.uniska-bjm.ac.id/id/eprint/6398

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