| dc.description.abstract | This research was based the existence of complaints or customer
dissatisfaction over the services provided Toyota Auto 2000 Gatot Subroto
Workshop Medan. Complaints should be addressed properly by the parties
Toyota Auto 2000 Gatot Subroto Workshop Medan, because if not addressed
properly, then the customer will tell a disappointing experience to others, so that
will worsen the image and the existence of the workshop. Complaints can be
minimized by taking the necessary steps, so customers will feel satisfied with the
services and support provided by the workshop. Customer satisfaction in the
long term to create customer loyalty towards Toyota Auto 2000 Gatot Subroto
Workshop Medan.
The formulation of the problem in this research is how the effect of service
quality on customer satisfaction at Toyota Auto 2000 Gatot Subroto Workshop
Medan. And The purpose of this study was to analyze the impact of service
quality towards customer satisfaction at Toyota Auto 2000 Gatot Subroto
Workshop Medan.
This research was conducted by shared the questionnaires to 96
customer Toyota Auto 2000 Gatot Subroto Workshop Medan. Then performed an
analysis of data obtained in the form of quantitative analysis. A quantitative
analysis include validity and reliability test, the classic assumption test,
simple regression analysis, t test, and coefficient of determination (R²).
The results showed that the coefficient of determination shown in the
R Square of 0.492, which means that customer satisfaction can be explained
by the five independent variables in this research that tangibles, reliability,
responsiveness, assurance and empathy is 49,2%. The remaining can be
explained by other variables outside of the five variables used in this study.
Partially based on the results of t test, show the value 0,000 which is smaller than
0,05 that means service quality variables in this study has positive and significant
influence on customer satisfaction. | en_US |
