PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL TUNAS AUTO GRAHA CABANG KOTA LUBUK LINGGAU

AMALIA, ALLORA RIZKA and Nazaruddin, A. and Nailis, Welly (2019) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL TUNAS AUTO GRAHA CABANG KOTA LUBUK LINGGAU. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to examine the effect of service quality on customer satisfaction at the Tunas Auto Graha branch of the Lubuk Linggau City. This study uses primary data obtained from the questionnaire. The number of samples taken was 100 respondents using the purposive sampling method. The analysis technique used is multiple linear regression analysis with simultaneous and partial tests. Based on the results of the test, the effect of Reliability (X2), Responsiveness (X3) and Empathy (X5) on Consumer Satisfaction (Y) simultaneously obtained a calculated value of 161,056> f-table value 2,31. Partially Reliability (X2), Responsiveness (X3) and Empathy (X5) has a significant effect on Consumer Satisfaction while Tangibles (X1) and Assurance (X4) has no significant effect on Consumer Satisfaction. The variable that has the dominant influence is Empathy (X5) with a regression coefficient of 0.485.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	tangibles, reability, responsiveness, assurance, empathy and consumer satisfaction
Subjects:	H Social Sciences > HF Commerce > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Users 1879 not found.
Date Deposited:	17 Sep 2019 08:06
Last Modified:	17 Sep 2019 08:17
URI:	http://repository.unsri.ac.id/id/eprint/7828

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