PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN AHASS 0797 KENCANASARI 1 SURABAYA

Abstract

This research is aimed to find out the influence of service quality dimensions which consist of
tangibles, reliability, responsiveness, assurance and empathy to the customer satisfaction of AHASS
0797 Kencanasari 1 Surabaya. The population is all customers who have ever used motorcycle repair
services and maintenance at AHASS 0797 Kencanasari 1 Surabaya. 83 customers have been selected
as samples. The samples have been selected based on the criteria which have been determined by the
researcher, for example, 17-year-old customer and the customer has ever conducted maintenance
service at AHASS 0797 Kencasari 1 Surabaya at least 3 times. The sampling technique has been
carried out by using purposive sampling. Meanwhile, the analysis technique has been done by using
multiple linears regression analysis. The result of the research shows that service quality dimensions
variable which consist of tangibles, reliability, responsiveness, assurance and empathy aare feasible to
be used in the research model. The result of the examination also show that the service quality
dimensions which consist of tangibles, reliability, responsiveness, assurance and empathy partially
have an influence to the customer satisfaction at AHASS 0797 Kencasari 1 Surabaya. The
responsiveness has dominant influence to the customer satisfaction of AHASS 0797 Kencanasari 1
Surabaya.

Keywords : Dimentions of Service Quality, Partial Effect Test, dan Customer Satisfaction.