PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL JERNIH DI PALEMBANG

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