Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bengkel Efo Auto Service Di Pekanbaru

Yuandani, Citra (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bengkel Efo Auto Service Di Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the effect of service quality on customer satisfaction at Efo Auto Service Workshop in Pekanbaru. The population in this study were all customers who used the services of Efo Auto Service Workshop as many as 7,314 people. Sampling is done by purposive sampling method that is the technique of sampling data sources with certain considerations or criteria so that the study sample is 100 people. Primary data is collected by questionnaire as an instrument to prove the results of the study. To test the hypothesis in this study using simple linear regression analysis with the help of SPSS. The variables used are service quality as free, customer satisfaction as the dependent variable. The results of the analysis show that (1) The service quality of the Efo Auto Service Workshop is considered to be quite good, it can be seen from the average respondent's responses in the category that they agree enough. (2) Variable customer satisfaction in sufficient categories (3) Quality of service has a significant effect on customer satisfaction at Efo Auto Service Workshop.

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