The Effect Of Service Quality Dimensions On Customer Satisfaction At Auto Bridal Carwash Malang

Rahman, Fathur (2015) The Effect Of Service Quality Dimensions On Customer Satisfaction At Auto Bridal Carwash Malang. Sarjana thesis, Universitas Brawijaya.

Abstract

Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan terhadap kepuasan pelanggan di mobil pengantin otomatis Malang. Analisis regresi, uji ftest dan t, dilakukan untuk mengungkapkan peran variabel independen (aspek fisik, riabiliy, interaksi pribadi, pemecahan masalah, dan kebijakan) atas kepuasan pelanggan. Penelitian ini adalah penelitian penjelasan, sesuai dengan tujuannya untuk menggambarkan hubungan kasual di antara variabel melalui pengujian hipotesis. Sampel dan populasi penelitian ini adalah pelanggan cuci mobil pengantin mobil di Malang. Dalam penelitian ini, metode pengumpulan data dilakukan melalui distribusi kuesioner. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah purposive sampling. Selanjutnya, instrumen penelitian diperiksa untuk validitas, keandalan, dan asumsi klasiknya. Pengujian hipotesis menggunakan uji f dan uji t dalam analisis regresi berganda. Analisis regresi berganda menunjukkan bahwa aspek fisik, keandalan, interaksi pribadi, pemecahan masalah, dan kebijakan secara bersamaan membawa pengaruh signifikan terhadap kepuasan pelanggan. Selanjutnya, tes parsial menunjukkan bahwa semua variabel secara signifikan mempengaruhi kepuasan pelanggan. Tes dominan menunjukkan bahwa pemecahan masalah menyebabkan efek dominan terhadap kepuasan pelanggan.

English Abstract

This study aims to examine the Effect of Service Quality on Customer Satisfaction at Auto Bridal Car Wash Malang. The regression analysis, Ftest and t test, were conducted in order to reveal the role of the independent variables (Physical aspect, Reliabiliy, Personal Interaction, Problem Solving, and Policy) on Customer Satisfaction. This study is explanatory research, in accordance with its purpose to describe the casual relationship among variables through hyphothesis testing. The samples and population of this study were the customers of Auto Bridal Car Wash in Malang. In this study, the data collection method is conducted through questionnaire distribution. The sampling technique used in this research is purposive sampling. Next, the research instrument were checked for its validity, reliability, and classical assumption. The hypotheses testing used F test and t Test in Multiple Regression Analysis. The multiple regression analysis showed that Physical aspect, Reliability, Personal Interaction, Problem solving, and Policy simultaneously brought significant effect on Customer Satisfaction. Further, the partial test indicate that all of variable significantly influence Customer Satisfaction. The dominant test demonstrates that Problem Solving causes dominant effect on customer satisfaction.

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FE/2015/761/051600224
Subjects:	600 Technology (Applied sciences) > 658 General management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Endang Susworini
Date Deposited:	25 Feb 2016 10:29
Last Modified:	28 Oct 2021 01:09
URI:	http://repository.ub.ac.id/id/eprint/108392

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