Pengaruh Pelayanan terhadap Kepuasan Pelanggan pada Bengkel Toyota Auto 2000 Kalimalang Jakarta Timur

Pengaruh Pelayanan terhadap Kepuasan Pelanggan pada Bengkel Toyota Auto 2000 Kalimalang Jakarta Timur

• By Suratriadi, Panji; Lawu, Suparman Hi; Maritiwi, Rini;
• Jurnal Nasional Tidak Terakreditasi
• 279
• 61-70

Service is an activity carried out by a person or group of people with the basis of material factors through certain systems, procedures and methods in order to fulfill the interests of others in accordance with their rights. To find out the customer response to the Toyota Auoto 2000 car service service, the authors conducted a quantitative study of two variables through a method of distributing questionnaires to 50 respondents. The author uses calculations through SPSS 24.00 software as a comparison in the correlation coefficient test, test the coefficient of determination and test the regression equation. Based on the correlation coefficient test, it is known that there is a strong relationship between service to customer satisfaction that is equal to 0.764. Based on the coefficient of determination, it is known that services affect customer satisfaction by 58.5% and 41.5% are influenced by other factors. Based on the regression equation test that significant value is 0,000 <0,05 so that the regression equation is significant, a regression equation is formed which is Y = 8,630 + 0,868 (X) which shows that there is a positive influence between service to customer satisfaction so that service must be increased so that satisfaction customers increase.

• Katakunci Pelayanan terhadap Kepuasan Pelanggan
• URL http://
• Penerbit Journal of Reseacrh in Business, Economics, and Education-STIE Kusuma Negara, Jakarta Timur DKI Jakarta

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