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ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL SETIA MASA MOTOR MALANG

KURNIAWAN, FAIRUZ (2013) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BENGKEL SETIA MASA MOTOR MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Consumer satisfaction related with service given by company could be found in doing measurement and test to consumer. Service here satisfied when all service are able to fulfill consumer’s needs and expectation. Research type done here is survey research, where researcher took sample from one population and uses questionnaire as major collection tool titled: “Analysis of Service Quality Effect to Consumer Satisfaction in “Setia Masa Motor” Garage of Malang. The research purpose is finding out the influence of tangibles evidence, reliability, responsiveness, assurance and emphaty to “Setia Masa Motor” Garage’s consumers in Malang and to find out which variable has the largest contribution to consumer satisfaction to “Setia Masa Motor” Garage of Malang. According to research and discussion, it can be concluded that service quality variables included tangibles evidence, reliability, responsiveness, assurance and emphaty has direct influence to “Setia Masa Motor” Garage of Malang. Tangibles evidence variable has the largest contribution to consumer satisfaction in ”Setia Masa Motor” Garage of Malang. Suggestion advised in this research is, management is expected to improve facility or tool used to give service expected to be able to maximize service result as consumer’s expectation. It is expected garage manager to keep the comfort optimally so consumer will feel satisfaction optimally while waiting for the service. Besides, it is expected to complete facilities in waiting room with various automotive magazines, expecting consumer won’t be bored while waiting and consumer would get more information related with automotive development happened. To create more satisfaction, and finally created consumers’ loyalty, so it’s expected for the garage manager to keep the cleanness of environment around service area, so it would create consumers’ comfort while doing service.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 01 Feb 2016 07:32
Last Modified: 01 Feb 2016 07:32
URI : http://eprints.umm.ac.id/id/eprint/20214

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