Cardinalle, Oduardia (2011) Pengaruh Kualitas Jasa Terhadap Kepuasan Konsumen Dalam Menggunakan Jasa Bengkel Ahass Honda Mpm (Studi Pada Bengkel Ahass Honda MPM Basuki Rachmat Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas jasa, yang dinilai dengan konsep yang dinamakan Dimensi Kualitas Jasa. Yang terdiri dari : 1. Bukti Fisik ( physical evidence ), 2. Kehandalan ( reliability ), 3. Daya Tanggap ( responsiveness ), 4. Jaminan ( assurance ), dan 5. Empati ( emphaty ). Yang kesemuanya diwujudkan dengan layanan perusahaan jasa kepada konsumen, terhadap kepuasan konsumen Ahass Honda MPM. Untuk mengetahui seberapa besar pengaruh variabel bebas (Kualitas Jasa) terhadapa variabel terikat (Kepuasan Konsumen) digunakan analisis regresi berganda dengan alat analisis yaitu uji F dan uji T serta memakai β (beta). Penelitian ini termasuk dalam jenis penelitian explanatory research. Sesuai dengan tujuan yang ingin dicapai dalam penelitian ini yaitu menjelaskan hubungan dan pengaruh variabel-variabel yang sudah ditetapkan. Penelitian ini menggunakan sampel sebanyak 135 konsumen Bengkel Ahass Honda MPM. Pengambilan sampel menggunakan teknik judgement sampling atau purposive sampling, yaitu dimana peneliti mengambil sampel atau responden berdasarkan pertimbangan tertentu yang peneliti putuskan, dalam hal ini kriterianya adalah konsumen yang datang ke objek dan melakukan service di objek. Ini bertujuan agar peneliti dapat mengetahui langsung persepsi konsumen terhadap layanan service dari bengkel tersebut. Uji yang digunakan untuk menguji instrumen penelitian (variabel X dan Y), yaitu uji validitas dan reliabilitas. Bagian analisis data digunakan uji regresi linier berganda dan uji asumsi klasik yang terdiri dari uji normalitas, uji multikolinieritas dan uji heteroskedastisitas, kemudian untuk uji Hipotesis memakai uji F (simultan), uji T (parsial) dan uji menggunakan standardized coefficients (β) untuk mencari manakah variabel bebas yang mempunyai pengaruh dominan terhadap kepuasan konsumen. Hasil penelitian dengan menggunakan analisis hasil regresi linier berganda, menunjukkan bahwa secara simultan variabel bukti fisik (X 1 ), kehandalan (X 2 ), daya tanggap (X 3 ), jaminan (X 4 ), dan empati (X 5 ) memiliki pengaruh signifikan terhadap kepuasan konsumen dengan signifikansi 0,000 dengan koefisien adjusted R square sebesar 0,585 (58,5%). Kemudian secara parsial, semua variabel bebas (X) mempunyai pengaruh signifikan terhadap variabel terikat (Y) dengan nilai signifikansi masing-masing X 1 = 0,033, X 2 = 0,000, X 3 = 0.033, X 4 = 0,000 dan X 5 = 0,033. Dan kesemuanya lebih kecil dari nilai alpha 5% (0,05). Variabel yang berpengaruh dominan terhadap kepuasan konsumen yaitu variabel kehandalan (X 2 ) dengan nilai β sebesar 0,341. Dengan demikian dapat disimpulkan bahwa kelima variabel bebas yaitu bukti fisik (X 1 ), kehandalan (X 2 ), daya tanggap (X 3 ), jaminan (X 4 ), dan empati (X 5 ) baik secara simultan maupun parsial terhadap kepuasan konsumen Bengkel Ahass Honda MPM berpengaruh secara signifikan. Variabel kehandalan merupakan variabel yang berpengaruh dominan terhadap kepuasan konsumen Bengkel Ahass Honda MPM.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2011/746/051200586 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 30 Apr 2012 09:51 |
| Last Modified: | 19 Oct 2021 11:15 |
| URI: | http://repository.ub.ac.id/id/eprint/105813 |
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