TA DIGITAL
Pengaruh kualitas pelayanan terhadap kepuasan pelanggan service bengkel pada PT Astra International Tbk Isuzu Sales operation Semarang
The purpose of the study is to analyze the influence of reliability, responsiveness, assurance, empathy, and tangible on customer satisfaction. The methods of collecting data were observation, interview, questionnaires, literature studies, surveys, and documentation . The analysis tools used are test of validity, reliability test, t test, f test, multiple linear regression, and the coefficient of determination. The result of this research shows that:
1. Reliability, Responsiveness, Assurance, Empathy, and Tangible variables give significant influence toward the customer satisfaction at PT Astra International Tbk – ISO Semarang. It is shown by the calculaiton of t number is bigger than t table
2. F test results in 249.809 which is bigger than F table 2,31 which means that reliability, responsiveness, assurance, empathy, and tangible variables influence the customer satisfaction at PT Astra International Tbk – ISO
Semarang
3. The result of Determination Coefficient (R Square) of 0,930 or 93% contributes to customers satisfaction which is influenced by the service quality consisting of reliability, responsiveness, assurance, empathy, and tangible. Whereas the other 7% is influenced by other variables which was nor observed.
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