PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN BENGKEL AUTO2000 CABANG SUNGKONO DI SURABAYA

  • Ronald Yonathan Pratikya Jurusan Managemen / Universitas Surabaya
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Keywords: Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

INTISARI - Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis pengaruh Service Quality terhadap Customer Satisfaction dan Customer Loyalty pada pelanggan bengkel AUTO2000 cabang Sungkono di Surabaya. Responden yang digunakan dalam penelitian ini berjumlah 100 orang responden yang pernah berkunjung dan menggunakan jasa bengkel AUTO2000 cabang Sungkono Surabaya 2 kali dalam 1 tahun terakhir dan pernah mengalami masalah, responden dengan pendidikan minimal SMA atau sederajat. Selain itu bertempat tinggal di Surabaya. Pengolahan data dilakukan dengan menggunakan metode regresi linier dengan software SPSS 18.0. Teknik pengambilan sampel yang digunakan adalah non probability sampling dengan jenis purposive sampling. Data diperoleh secara langsung dari responden yang memenuhi karakteristik populasi yang ditentukan dengan menyebarkan kuesioner. Jumlah sampel yang digunakan dalam penelitian ini adalah 100 responden. Pengujian hipotesis dilakukan menggunakan metode regresi linier sederhana. Hasil penelitian ini menunjukkan adanya pengaruh signifikan antara Service Quality terhadap Customer Satisfaction dan Customer Loyalty. Kemudian terdapat pengaruh signifikan antara Customer Satisfaction terhadap Customer Loyalty.

Kata Kunci: Service Quality, Customer Satisfaction, Customer Loyalty

ABSTRACT - The purpose of this study is to investigate and analyze the influence of Service Quality on Customer Satisfaction and Customer Loyalty customer AUTO2000 Sungkono Surabaya. Respondents used in this study is 100 respondents who had visited and using AUTO2000 Sungkono Surabaya service repairer twice a year, and had a problem with AUTO2000 Sungkono Service’s. Respondents with high school education or equivalent minimum. Besides live in Surabaya. This research using linier regression method with SPSS 18.0 software. Sampling techniques used in this research are non probability sampling with this type of purposive sampling. Data collected directly from respondents who meet the specified characteristics of the population by distributing questionnaires. The samples used in this study was 100 respondents.Linier regression method used To test the hypotheses. The results of this study showed the influence of Service Quality toward Customer Satisfaction and Customer Loyalty. Then Customer Satisfaction influence Customer Loyalty.

Keywords: Service Quality, Customer Satisfaction, Customer Loyalty 

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Published
2017-03-01
Issue
Vol. 5 No. 2 (2017): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)

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