PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN

Abstract

This research is meant to find out the influence of physical evidence, feasibility, responsiveness, and guarantee
and empathy variables to the customer satisfaction. The population is all customers who have ever done
maintenance of Yamaha motorcycle at Al Handoko garage Sedati Sidoarjo and the samples are 98 people in
which the sample collection technique has been done by using accidental sampling. The analysis technique has
been performed by using multiple regressions analysis. The result of test shows that service quality which
consists of: physical evidence, reliability, responsiveness, guarantee and empathy have influence to the customer
satisfaction. This result shows that those variables are feasible to be used for research model. This result is
supported by the acquisition of coefficient correlation level (R) is 78.3%. The following result of test shows that
physical evidence, reliability, responsiveness, guarantee and empathy have positive influence to the customer
satisfaction. It has been found from the result of the research that the management should always improve the
responsiveness of the ability of the company in overcoming the problem immediately, so that the customer will
satisfy to the service of Al Handoko garage.

Keywords :Service Quality, Customer Satisfaction and influence test