Pengaruh service Quality terhadap kepuasan konsumen bengkel dealer Dongfeng Sokon Palembang (Studi Kasus PT.Sriwijaya Multi Motor)

Delvia, Vilie (2023) Pengaruh service Quality terhadap kepuasan konsumen bengkel dealer Dongfeng Sokon Palembang (Studi Kasus PT.Sriwijaya Multi Motor). Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

ABSTRACT This research was conducted with the aim of knowing the effect of service quality variables (tangible, reliability, responsiveness, assurance and empathy) on consumer decisions at PT Sriwijaya Multi Motor Dongfeng Sokon Palembang. The population in this study is consumers of DFSK Palembang services. The research sample was determined using a purposive sampling technique, namely 100 respondents. The results of this study indicate that Empathy has a positive and significant effect on DFSK Palembang Consumer Satisfaction and Tangible, Reliability, Responsiveness, and Assurance have no effect and are not significant on DFSK Palembang Consumer Satisfaction.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Tangible, Reliability ; Responsiveness ; Assurance ; Empathy ; Customer Satisfation
Subjects: T Technology > TD Environmental technology. Sanitary engineering
T Technology > TJ Mechanical engineering and machinery
Divisions: Theses - S1 > Management Study Program
Depositing User: Vilie Delvia
Date Deposited: 09 Mar 2023 04:28
Last Modified: 27 Mar 2023 06:14
URI: http://eprints.ukmc.ac.id/id/eprint/9892

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