Pengaruh Fasilitas Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Pada Bengkel Ahass Di Lowokwaru Kota Malang)

Diky Octavian, Agus Widarko, Budi Wahono

Abstract


Abstract

 

This study aims to determine its effect facilities and service quality on customer satisfaction AHASS workshop. The population in this study are customers who have come or more than once become consumers of AHHAS 01734 Feko Motor workshop. This research is a type of descriptive research using quantitative approach and also using questionnaire research. The research method used is multiple linear regression. The sample in this study was taken using the Slovin formula with a purposive sampling technique, namely the sampling technique with certain criteria, namely at least two times coming to the AHASS workshop and a customer of the workshop. A sample of 91 respondents was obtained from a population of 1000 consumers. The results of this study indicate that facility (X1) has a significant effect on customer satisfaction (Y) with a value (sig 0.048), service quality (X2) has a significant effect on customer satisfaction (Y) with a value (sig 0.019)

 

Keywords: Facilities, Service Quality and Consumer Satisfaction


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