ANALISIS KEPUASAN PELANGGAN PADA PELAYANAN AHASS HONDA MOTOR JAYA DENGAN METODE SERVICE QUALITY

  • Andi Setiawan Universitas Bina Darma
  • Septa Hardini Universitas Bina Darma

Abstract

This research focuses on the quality of service of Ahass Honda Motor Jaya branch to its customers considering the role of service quality provided is very important and closely related to customer satisfaction and loyalty to find out the satisfaction felt by customers. Ahass Honda Motor Jaya branch will find out how the quality of service provided by the company has been a top priority to be carried out in accordance with customer expectations. The purpose of the study was to determine the level of customer satisfaction with the services of Ahass Honda Motor Jaya In this stuly the sample used was 100 respondents by distributing 100 questionnaires randomly. Data collected and processed using manual and spss counts there are 5 dimensions tested, nameły tangibles.reliability, responsiveness, assurance, empathy. The results of this study are 1. The dimensions of tangibles with results achieved from the calculations that have been done include the criteria of satisfaction. 2. Dimensions of reliability with the results achieved from the calculations that have been carried out included in the criteria of satisfaction. 3. Dimensions of responsiveness with results achieved from the calculations that have been done include the criteria of satisfaction. 4. The dimensions of guarantee and certainty with the results achieved from the calculations that have been done are included in the criteria of satisfaction. 5. The dimension of empathy with results achieved from the calculations that have been done is included in the criteria of satisfaction

 

 

Author Biographies

Andi Setiawan, Universitas Bina Darma

teknik industri

Septa Hardini, Universitas Bina Darma

teknik industri

Published
2021-05-25