Pengaruh Technical Quality, Functional Quality Dan Image Terhadap Kepuasan Pelanggan Pada Bengkel Kim Motor

Li, Wil (2015) Pengaruh Technical Quality, Functional Quality Dan Image Terhadap Kepuasan Pelanggan Pada Bengkel Kim Motor. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to prove the influence of Technical Quality, Functional Quality and Image on customer satisfaction In Workshop Kim Motor. The population in this study is that people who use the services of Palembang city KIM Motor Workshop. The sampling technique using a non-probability sampling, with accidental sampling method the number of samples taken by 100 respondents. Hypothesis testing using multiple linear regression, t-test, F and (R2). To test the reliability of the questionnaire validity and reliability by using SPSS 17.0. Research results show that 1) partially there is significant influence between the variables of Technical Quality, Functional Quality and Image to variable customer satisfaction in workshop KIM Motor Palembang. 2) Partially Technical Quality variables have the greatest impact among other variables on customer satisfaction in workshop KIM Motor. 3) Improve the quality of employees that is mechanical in KIM Motor Workshop by providing technical training more modern and current.

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