THE ANALYSIS OF SERVICE QUALITY IMPACT ON
CUSTOMERS’ SATISFACTION
(Case Study of “Mas Alief” Automotive Workshop Bangkalan.)
Dublin Core
Title
THE ANALYSIS OF SERVICE QUALITY IMPACT ON
CUSTOMERS’ SATISFACTION
(Case Study of “Mas Alief” Automotive Workshop Bangkalan.)
CUSTOMERS’ SATISFACTION
(Case Study of “Mas Alief” Automotive Workshop Bangkalan.)
Subject
Service Quality, Physical Evidence, Reliability, Responsiveness, Assurance, Care,
Costumers’ Satisfaction
Costumers’ Satisfaction
Description
This study aims to analyze the impact of service quality of "Mas
Alief" automotive
workshop Bangkalan on customer’s
satisfaction.
The
study
uses
quantitative
methods
with
multiple
linear
regression
analysis
techniques, with the dependent variable of
service quality consisting of physical evidence, reliability, responsiveness,
assurance and care. Whereas, independent variables are in favour of customers’
satisfaction. The research involves 100 respondents with purposive sampling
technique. The results showed simultaneous significant
impact of service quality
variables comprising physical evidence, reliability, responsiveness, assurance and
care on
customers’
satisfaction.
On the contrary,
assurance variable partially has no
significant impact on customers’ satisfaction of the workshop service. In addition,
the variable with dominant impact on consumers’ satisfaction is the care
variable.
Alief" automotive
workshop Bangkalan on customer’s
satisfaction.
The
study
uses
quantitative
methods
with
multiple
linear
regression
analysis
techniques, with the dependent variable of
service quality consisting of physical evidence, reliability, responsiveness,
assurance and care. Whereas, independent variables are in favour of customers’
satisfaction. The research involves 100 respondents with purposive sampling
technique. The results showed simultaneous significant
impact of service quality
variables comprising physical evidence, reliability, responsiveness, assurance and
care on
customers’
satisfaction.
On the contrary,
assurance variable partially has no
significant impact on customers’ satisfaction of the workshop service. In addition,
the variable with dominant impact on consumers’ satisfaction is the care
variable.
Creator
Sandra Oktaviana Pinaraswati
1
,* Ilya Farida,
2
Sri Susilowati,
3
Suprihati
1
,* Ilya Farida,
2
Sri Susilowati,
3
Suprihati
Source
https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Date
2022
Contributor
peri irawan
Format
pdf
Language
english
Type
text
Files
Collection
Citation
Sandra Oktaviana Pinaraswati
1
,* Ilya Farida,
2
Sri Susilowati,
3
Suprihati, “THE ANALYSIS OF SERVICE QUALITY IMPACT ON
CUSTOMERS’ SATISFACTION
(Case Study of “Mas Alief” Automotive Workshop Bangkalan.),” Repository Horizon University Indonesia, accessed May 23, 2025, https://repository.horizon.ac.id/items/show/7771.
CUSTOMERS’ SATISFACTION
(Case Study of “Mas Alief” Automotive Workshop Bangkalan.),” Repository Horizon University Indonesia, accessed May 23, 2025, https://repository.horizon.ac.id/items/show/7771.