ANALISIS PENGARUH KUALITAS PELAYANAN, FASILITAS DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA BENGKEL NISSAN HALIM (Studi kasus pada pelanggan bengkel PT. Indomobil Trada Nasional - Halim Perdana Kusuma)

JOHAN, TAKDIR (2017) ANALISIS PENGARUH KUALITAS PELAYANAN, FASILITAS DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA BENGKEL NISSAN HALIM (Studi kasus pada pelanggan bengkel PT. Indomobil Trada Nasional - Halim Perdana Kusuma). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The purpose of this study is to analyze the strong influence service quality, facilities and location workshop on the satisfaction of Nissan car owners. This study used 100 sample based on the number of customers who visit the workshop Nissan Halim during the year 2013. This study used a population throughout the enterprise / corporate customer, while the data collection is done by the method of distribution of the questionnaire, questionnaire by the respondent and study the documentation for further discussion and analysis. The results of the research results using simple regression shows that the partial variable quality of service, facilities and location of positive and significant impact on customer satisfaction. In this research note that the dimensions of the location has the strongest links to the service quality dimensions so that it can be interpreted that customer satisfaction in visiting the workshop is affected by the traffic situation or level of congestion experienced by the customer. Keywords: Quality of Service, Facilities, Location, Customer Satisfaction. Tujuan penelitian ini untuk menganalisa kuatnya pengaruh kualitas pelayanan, fasilitas dan lokasi bengkel terhadap kepuasan pemilik mobil Nissan. Untuk penelitian diambil sampel sebanyak 100 responden berdasarkan jumlah pelanggan yang berkunjung di bengkel Nissan Halim selama tahun 2013. Penelitian ini menggunakan populasi seluruh perusahaan/pelanggan perusahaan, sedangkan pengumpulan data dilakukan dengan metode penyebaran kuesioner, pengisian kuesioner oleh responden serta studi dokumentasi untuk selanjutnya dilakukan pembahasan dan analisis. Hasil penelitian mengunakan regresi sederhana menunjukkan bahwa variabel secara parsial yaitu kualitas pelayanan, fasilitas dan lokasi berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Dalam penelitian ini diketahui bahwa dimensi lokasi memiliki hubungan yang paling kuat terhadap dimensi kualitas pelayanan sehingga dapat diartikan bahwa kepuasan pelanggan dalam mengunjungi bengkel dipengaruhi oleh situasi lalu lintas atau tingkat kemacetan yang dialami oleh pelanggan tersebut. Kata Kunci: Kualitas Pelayanan, Fasilitas, Lokasi, Kepuasan Pelanggan.

Item Type: Thesis (S2)
Call Number CD: CDT-551-17-139
NIM/NIDN Creators: 55112110065
Uncontrolled Keywords: Quality of Service, Facilities, Location, Customer Satisfaction. Kualitas Pelayanan, Fasilitas, Lokasi, Kepuasan Pelanggan. MPO, MANAJEMEN OPERASI
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Pascasarjana > Magister Manajemen
Depositing User: RIA SYAFITRI
Date Deposited: 23 Jul 2022 02:40
Last Modified: 23 Jul 2022 02:40
URI: http://repository.mercubuana.ac.id/id/eprint/65928

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