Arifin, Rahmat (2018) ”Pengaruh kualitas layanan terhadap kepuasan konsumen produk sepeda motor sport KawasakiNinja 250ccPada dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya”. Other thesis, Wijaya Kusuma Surabaya University.
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Abstract
ABSTRAKSI Penelitian ini meneliti, ”Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Produk Sepeda Motor Sport KawasakiNinja 250ccPada Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya”. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas layanan yang meliputi : reliabilitas(reliability), daya tanggap (responsiveness),jaminan (assurance), empati (emphaty) dan bukti fisik (tangibles) terhadap kepuasan konsumen produk sepeda motor Sport KawasakiNinja250ccPada Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya. Variabel bebas dalam penelitian ini adalah kualitas layanan yang meliputi : reliabilitas(reliability), daya tanggap (responsiveness),jaminan (assurance), empati (emphaty) dan bukti fisik (tangibles)sedangkan variabel terikat adalah kepuasan konsumen produk sepeda motor Sport KawasakiNinja250ccPada Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya. Dalam penelitian ini, penentuan sampel dilakukan dengan metode non probability sampling dengan prosedur purposive sampling. Sampel yang digunakan sebanyak 100 orang dengan kriteria responden yang mempunyai sepeda motor Sport KawasakiNinja250ccdan berkunjung di Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya, berusia minimal 23 tahun Dimana dari hasil pengujian regresi linier berganda yang dilakukan dengan bantuan progam komputer SPSS diperoleh persamaan regresi sebagai berikut : Y = 0.059 + 0.174 X1 + 0.144 X2 + 0.082 X3 + 0.143 X4+ 0.081 X5+ e Berdasarkan hasil analisa, diperoleh kesimpulan bahwa variabel bebas kualitas layanan yang meliputi : reliabilitas(reliability), daya tanggap (responsiveness),jaminan (assurance), empati (emphaty) dan bukti fisik (tangibles) mempunyai pengaruh baik secara simultan maupun parsial terhadapkepuasan konsumen produk sepeda motor Sport KawasakiNinja250ccPada Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya. Agar dapat meningkatkan kepuasan pelanggan, maka pihak Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabayamemberikan minuman dan snack Kata Kunci :kualitas layanan yang meliputi : reliabilitas(reliability), daya tanggap (responsiveness),jaminan (assurance), empati (emphaty), bukti fisik (tangibles)dan kepuasan konsumen. =====================================================================ABSTRACTION This study examines, "The Influence of Service Quality Against Consumer Satisfaction Motorcycle Products Kawasaki Ninja 250cc On Kawasaki Dealer Surapita Unitrans Jalan Ir Soekarno Surabaya". The purpose of this study is to determine the effect of service quality which includes: reliability, responsiveness, assurance, emphaty and physical evidence (tangibles) to customer satisfaction of motorcycle product Sport Kawasaki Ninja 250cc At Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya. The independent variables in this research are service quality which include: reliability, responsiveness, assurance, empathy and tangibles while the dependent variable is customer satisfaction of Sport Kawasaki Ninja 250cc At Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya. In this research, the determination of the sample is done by non probability sampling method with purposive sampling procedure. Samples used as many as 100 people with the criteria of respondents who have a motorcycle Sport Kawasaki Ninja 250cc and visit at Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya, aged at least 23 years Where from the results of multiple linear regression testing performed with the help of SPSS computer program obtained regression equation as follows: Y = 0.059 + 0.174 X1 + 0.144 X2 + 0.082 X3 + 0.143 X4 + 0.081 X5 + e Based on the results of the analysis, it can be concluded that the independent variables of service quality which include: reliability, responsiveness, assurance, emphaty and physical evidence (tangibles) have influence both simultaneously and partially to consumer satisfaction Motorcycle product Sport Kawasaki Ninja 250cc At Kawasaki Transapita Dealer Unitrans Jalan Ir Soekarno Surabaya. In order to increase customer satisfaction, the Dealer Kawasaki Surapita Unitrans Jalan Ir Soekarno Surabaya provide drinks and snacks Keywords: service quality that includes: reliability, responsiveness, assurance, emphaty, tangibles and consumer satisfaction
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | kualitas layanan yang meliputi : reliabilitas(reliability), daya tanggap (responsiveness),jaminan (assurance), empati (emphaty), bukti fisik (tangibles)dan kepuasan konsumen. service quality that includes: reliability, responsiveness, assurance, emphaty, tangibles and consumer satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | PKM/ LPPM/BP3 > Management Study Program |
| Depositing User: | Rahmad Arifin |
| Date Deposited: | 23 Aug 2018 02:19 |
| Last Modified: | 23 Aug 2018 02:19 |
| URI: | http://erepository.uwks.ac.id/id/eprint/1360 |
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