PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA DEALER U WINFLY SEGER JAYA MOTOR SURABAYA

SAPUTRA, RICO DENNY (2024) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA DEALER U WINFLY SEGER JAYA MOTOR SURABAYA. [Tugas Akhir/Skripsi] (Unpublished)

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Abstract

This study was conducted to test how the dimension of service quality (physical proof, reliability, responsiveness, assurance and empathy) affects customer satisfaction of Uwinfly Dealer Seger Jaya Motor Surabaya. The population in this study is the customer of the dealer Uwinfly seger jaya motor dharmawangsa Surabaya, and the respondents selected to be the sample of a total of 60 respondents with the criteria have made transactions in the dealers Uwinflys seger motor jaya dharmavangsa Surabaya. Sampling techniques using non probability sampling with incidental sampling. The data in this study is primary data obtained through the dissemination of physical paper questionnaires distributed at the research site, data processed using IBM SPSS analytical tools such as validity tests, reliability tests, double linear regression, t tests, f tests, and determination coefficients tests. (R2). The results of this study are all variables of the service quality dimension that have a partial influence on customer satisfaction, with the significance value of physical proof (0,041 < 0,05), reliability (0,084), responsiveness (0,001 < 0,05), assurance (0,00< 0,05) and empathy (0,036) and simultaneously the variable of the quality of service dimension that has an impact on customer satisfying, with a significance of (0,00<0,05). The determination coefficient results from this study show a result of 0.724 or 72.4%, which means that the independent variable can explain the dependent variable by 72.4%. Keyword : Service Quality, Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction

Item Type:	Tugas Akhir/Skripsi
Uncontrolled Keywords:	Service Quality, Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, and Customer Satisfaction
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	SM Rico Denny Saputra
Date Deposited:	26 Mar 2024 03:40
Last Modified:	26 Mar 2024 03:40
URI:	http://erepository.uwks.ac.id/id/eprint/17607

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