PENGARUH KUALITAS PELAYANAN “SERVICE ADVISOR “CV SINAR SURYA MOTOR” TERHADAP KEPUASAN PELANGGAN PT ASURANSI ASTRA (Periode Juni 2017 – November 2017)

VEVIS, VEVIANE (2019) PENGARUH KUALITAS PELAYANAN “SERVICE ADVISOR “CV SINAR SURYA MOTOR” TERHADAP KEPUASAN PELANGGAN PT ASURANSI ASTRA (Periode Juni 2017 – November 2017). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Increasungly tight competition makes business people become more passionate in providing services to consumer, aims to provider satisfaction to the customer and with that satisfaction will form loyalty in the customer. CV. Sinar Surya Motor tries to understand customer desires by providing good service advisor service quality. This study uses a quantitative method by distributing questionnaires conducted to respondent who are CV. Sinar Surya Motor, amounting to 82 people by providing a questionnaire containing 45 questions. The results showed that the service quality variable produced a positive response as evidenced by the correlation coefficient value of 0.852. The amount of influence between variables is equal to 72,5 % while the rest 27,5 % influenced by other variables not included in this research model. This study concludes that the services provided by CV. Sinar Surya Motor can affect customer satisfaction because it has been proven that the influence is significant. For this reason, the quality of service must be more improved in handling customers. Because customers are one of the factors that can affect the success of a company. Keywords: service, customer satisfaction, quantitative Persaingan yang semakin ketat membuat para pelaku bisnis menjadi lebih bergairah dalam memberikan pelayanan terhadap konsumen, bertujuan untuk memberikan kepuasan terhadap pelanggan dan dengan kepuasan tersebut akan membentuk loyalitas didalam diripelanggan. CV. Sinar Surya Motor mencoba untuk memahami keinginan pelanggan dengan memberikan kualitas pelayanan service advisor yang baik. Penelitian ini menggunakan metode kuantitatif dengan menyebarkan kuesioner yang dilakukan kepada responden yang merupakan pelanggan CV. Sinar Surya Motor yang berjumlah 82 orang dengan memberikan kuesioner yang berisikan 45 pertanyaan. Hasil penelitian menunjukan bahwa variabel kualitas pelayanan menghasilkan respon positif yang dibuktikan melalui nilai koefisien korelasi sebesar 0.852. besarnya pengaruh antar variabel adalah sebesar 72,5 % sedangkan sisanya 27,5 % dipengaruhi variabel lain yang tidak dimasukkan dalam model penelitian ini. Penelitian ini menyimpulkan pelayanan yang diberikan CV. Sinar Surya Motor dapat mempengaruhi kepuasan pelanggan karena telah terbukti bahwa pengaruhnya cukup berarti. Untuk itu kualitas pelayanan harus lebih ditingkatkan kinerjanya dalam menangani pelanggan. Karena pelanggan adalah salah satu faktor yang dapat mempengaruhi keberhasilan suatu perusahaan. Kata kunci: Pelayanan, kepuasan pelanggan, kuantitatif

Item Type: Thesis (S1)
Call Number CD: FK/PR. 19 204
Call Number: SK/42/19/002
NIM/NIDN Creators: 44213110221
Uncontrolled Keywords: Pelayanan, kepuasan pelanggan, kuantitatif
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.61 Interfacing and Communications for Specific Types of Electronic Computers/Antarmuka dan Komunikasi untuk Jenis Komputer Elektronik Tertentu
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.24 Content/Isi Komunikasi
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Virda Syifa
Date Deposited: 06 May 2019 02:36
Last Modified: 01 Mar 2023 02:32
URI: http://repository.mercubuana.ac.id/id/eprint/48690

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