ANALISIS KUALITAS LAYANAN SERVICE TERHADAP TINGKAT KEPUASAN PENGGUNA MOTOR SUZUKI PADA BENGKEL PT SINAR GALESONG PRATAMA MAKASSAR

Authors

  • Abner Tahendrika Program Pascasarjana Magister Manajemen Universitas Katolik Parahyangan

DOI:

https://doi.org/10.35384/jemp.v1i3.39

Keywords:

Service quality, customer satisfaction, tangible, reliability, responsiveness, assurance, empathy

Abstract

The objective of this research is to analyze the impact of service quality, including, tangible, reliability, responsiveness, assurance and empathy toward customer satisfaction at bengkel PT Sinar Galesong Pratama Makassar. This research used quantative research design. Multiple linear regression analysis used in this reserach. The results show that the service quality significantly influences to customer satisfaction and the variables of service quality which have the most influence on customer satisfaction are tangible variable.

Downloads

Published

2017-05-30

Issue

Vol. 1 No. 3: Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Volume 1 Nomor 3, Desember 2015

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work to acknowledge the work's authorship and initial publication in this journal.
  • Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with an acknowledgment of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during submission. It can lead to productive exchanges and earlier and greater citation of published work.
Abstract Views: 928 | File Downloads: 2786