PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN KONSUMEN YOZZZ AUDIO BANDUNG

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PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN KONSUMEN YOZZZ AUDIO BANDUNG

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Title: PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN KONSUMEN YOZZZ AUDIO BANDUNG
Author: Pratama, Ananda Yuda
Abstract: The object of research in the preparation of this thesis is the Relationship of Service Quality on Customer Satisfaction in Services Workshop Audio Yozzz Bandung.dimana era is the era of globalization in which the four-wheeled vehicles are increasing rapidly, which ultimately lead to great opportunities for entrepreneurs ,anythings modification of the type of modifications that often there is a bodykit and car audio installation , things that need to be considered by the employer in order not to lose customers is to not give good service for consumers to feel satisfied . Understanding quality services according Wykof excellence is expected and the level of control over the level of excellence to meet customer desires , while the indicator is derived from Kotler cited by Alma namely : Tangible , Emphaty , Responsiveness , Reliability , Assurance . To test the implementation of service quality and its influence on consumer satisfaction , then do the test . The method used is descriptive research and disseminating questionnaires of 100 respondents with a non- probability sampling techniques , whereas hypothesis testing done partially and simultaneously . Based on the calculation of path analysis , earned the most votes directly affect Y is an indicator variable which is equal to 22.15 % Tangibles . And from the above calculation shows that the magnitude of the effect ( Quality of Service ( X1 , X2 , X3 , X4 , X5 ) to customer satisfaction is at 62.81 % , in other words , customer satisfaction is influenced by the Care Quality Services at 62.81 % and the balance of 37.19 % is influenced by other factors not thorough in this study . Based on test results obtained ttabel obtained t = 1,663 . thitung the calculation showed greater than that of t = 12.03 ttabel > 1663 , which states that hypothesis that the author made acceptable , meaning that the authors hypothesis supported by the facts on the ground. Referring to the above calculation tcount 12.03 Hnul rejection is in the region , thus the authors propose that hypothesis . "if the implementation of service Quality service is good, then the satisfaction consumers in Bandung Audio Workshop Yozzz,increase"unacceptable.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/2689
Date: 2014


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