TA DIGITAL
Analisis Pengaruh Kualitas Pelayanan Jasa Service Terhadap Perilaku Pelanggan Setelah Penggunaan Jasa pada PT Sun Star Motor cabang Banyumanik Semarang
The problem that occurred in PT Sun Star Motor branch Banyumanik Semarang is the customers complaints. 31,1% of customers complaints about the less breadth of waiting room and 24,4% about the work a service is slow. The purpose of this research is to determine and analyze the influence of service quality that is tangibility (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) to customers behavior after service (Y) at PT Sun Star Motor branch Banyumanik Semarang. The methods of data collection used in this research were observation, interview, literature study and questionnaires. The questionnaires used a simantic defferensial with 10 point scale and method of collecting the sample used was incidental sampling as many as 100 samples. The analysis tools used were test of validity, reliability test, T test, F test, the coefficient of determination and multiple linear regression.
Based on the calculations using SPSS version 16, the results of this research showed that the regression equation Y= 0,158X1 + 0,175X2 + 0,222X3 + 0,198X4 + 0,255X5 + e. In addition, the F test result of 19,630 which was bigger than F table was 2,31. Similarly to the F test, the T test result was bigger than T table and had a significance less than level significance of 0,05. So, it can be concluded the quality of service which consists of tangibility (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) had a positive and significance influence to customer behavior after service (Y). The most influence variable is empathy (X5) with the highest regression coefficient of
0,255.
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