Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Servis Truk Di Toko Gemilang Motor Palembang

This research aims to analyze the influence between the quality of service
that consists of 5 dimensions of service quality: tangible, reliability,
responsiveness, assurance, and emphaty toward customer satisfaction service
truck in Toko Gemilang Motor Palembang. The population in this research is the
customer/community that does the servicing truck in Toko Gemilang Motor
Palembang. The sample used as many as 100 respondents and use nonprobability
sampling technique. A type of nonprobability sampling purposive sampling is
used where the information is drawn from members of the population who are
willing to fill out the questionnaire. Hypothesis testing using multiple regression
analysis method with the help of SPSS 16. The results of this study indicate that
the variable reliability, responsiveness, and assurance significant effect against
of customer satisfaction, while tangible variables and emphaty no effect
significantly to customer satisfaction.