Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Toko Variasi Motor Dragon Kit Palembang

., Ricoh (2015) Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Toko Variasi Motor Dragon Kit Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aimed to analyze the Influence of Quality of Service Customer Satisfaction Stores Motor Dragon Variation Kit Palembang. The population used is a variation of the motor shop customers Dragon Kit. In this study, researchers spread as many as 100 pieces of questionnaires to every customer who never did repair the vehicle at the store Dragon Kit. The reasons for the use of such methods because researchers want to get the right information based on the customer experience in terms of doing vehicle repairs in the store Dragon Kit. The results showed that the variables of service quality that dimension are tangibility, reliability, assurance, responsiveness, dan emphaty has a significant impact on customer satisfaction, it is seen from the significant value generated less than 0.05. Based on the test results of determination value R, in can be adjusted R Square of 0.275, it indicates that the variable quality of the service has a percentage of 27.5% influence on customer satisfaction while the remaining 72.5% is influenced by other variables outside the variable quality of service.

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