Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Jasa Servis Pada Bengkel AUTO 2000 Di Jalan Sisingamangaraja No.8 Medan

Abstract

Quality of service and customer satisfaction is a unity that is difficult to separate , because of the quality of service provided a company directly influence customer satisfaction. To achieve this workshop services AUTO 2000 Singamangaraja Medan always try to be the leader in providing quality services to meet customer satisfaction. In its development, the company is required to pay attention to the dimensions of the quality of the service itself, physical evidence, reliability , responsiveness, assurance, and empathy. This study aims to determine: 1.The influence of the quality of services consisting of physical evidence, reliability, responsiveness, assurance and empathy partially towards customer satisfaction, 2.Effect of the quality of services consisting of physical evidence, reliability, responsiveness, assurance, and simultaneously empathetic to customer satisfaction, 3.the extent to which influence the quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy for customer satisfaction. Forms of research used in this research is a form of associative research with a quantitative approach. The sample size of 100 respondents was obtained. This study uses multiple regression analysis, the classical assumption test and test hypotheses in the form of the t test, F test, and test the coefficient of determination. With the aid of a computerized system(Computer programSPSSversion21). The results showed that in partial service quality consists of physical evidence, reliability, responsiveness, and assurance to have a significant impact on customer satisfaction, as well as the correlation of positive and significant correlation between quality of service consisting of tangibles, reliability, responsiveness ,assurance and empathy to customer satisfaction can be demonstrated by test-F where the significance value of 0.000whichis smaller than 0.05. The magnitude of the effect of Quality of Service which consists of physical evidence, reliability, responsiveness, assurance, and empathy for customer satisfaction shown by R Square is 0.716 or 71.6%.