PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL JERNIH DI PALEMBANG

L, Natalia Hientje (2017) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL JERNIH DI PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to determine whether the quality of service variables affect customer satisfaction of Bengkel Jernih in Palembang city. The population in this study is the person who had repaired his car in the Bengkel Jernih. Sampling technique in this research is purposive sampling technique. The sample in this sutdy amounted to 100 respondents. Hypothesis testing using multiple regression analysis methods with tge help SPSS ver program 17.0 data analysis techniques used are validity test, reliability test, classic assumption test, t test, F test, coefficient of determination test, and multiple regresssion analysis. Validity test results show all valid data, showing all reliable data, muliple analysis regression results show that service quality has positive and significant impact on customer satisfaction. Keywods : Service Quality and Customer Satisfaction

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