ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAAN PELANGGAN PADA JASA BENGKEL RESMI HONDA "PT PANJI PUTRA HANJAYA"(PANJI MOTOR) KEPANJEN

IRAWAN IRAWAN

Abstract


The aim of research to determine the effect of service quality to customer satisfaction, and to identify variables that provide the greatest influence on customer satisfaction in the services authorized workshops Honda Motor Kepanjen Panji. Analysis tools used in this research is by using logistic regression found that the variable quality of service which includes the physical evidence, reliability, responsiveness, assurance and empathy significant impact on customer satisfaction in the services authorized workshops Honda Motor Kepanjen Panji. Partial correlation test results can be concluded that the empathy variable contribution on customer satisfaction in the services authorized workshops Honda Motor Kepanjen Panji.
ABSTRAC
Research the target to know influence of quality service cutomer satisfaction, and to know the variable biggest influences satisfaction of giving a formal workshop cutomer service of Honda Motor of Kepanjen Panji. Which Analyzer Used in this research That is by using logistic regression of variables obtained That of quality service covering physical evidence, reliability, energy listen carefully, empathy and guarantees have an effect on cutomer satisfaction Is not it a formal workshop to service Honda Motor of Kepanjen Panji . Result of the partial correlation test That Can empathy be concluded biggest contribution of variables to give a formal workshop service cutomer satisfaction Honda Motor of Kepanjen Panji.

 

Keyword : Kualitas Pelayanan dan Kepuasan Pelanggan

Link Terkait : http://skripsi.umm.ac.id/files/disk1/310/jiptummpp-gdl-s1-2009-irawan0261-15464-1.+PENDA-N.pdf


Keywords


Kualitas Pelayanan dan Kepuasan Pelanggan