Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Dealer Toyota Auto2000 Way Halim Di Bandar Lampung

INDRIYANA, RIKE (2022) Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Dealer Toyota Auto2000 Way Halim Di Bandar Lampung. Strata 1 thesis, universitas teknokrat indonesia.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap kepuasan konsumen dealer Toyota Auto2000 Way Halim di Bandar Lampung. Jenis penelitian yang digunakan adalah kuantitatif. Data diperoleh dari hasil atau jawaban kuesioner kepada konsumen Dealer Toyota Auto2000 Way Halim di Bandar Lampung dengan responden sebanyak 100 orang sampel konsumen dari populasi sebanyak 11.850 orang populasi. Metode penarikan sampel pada penelitian ini menggunakan rumus dari jurnal Amrullah et al., 2016. Data dalam penelitian ini diolah menggunakan SPSS versi statistic 25. Teknik analisis data yang digunakan dalam penelitian ini adalah uji validitas, uji reabilitas, pengujian hipotesis (uji t), regresi linear berganda. Hasil penelitian ini menunjukan bahwa variabel tangibles, reliability, responsiveness, assurance, dan emphaty secara simultan berpengaruh positif dan signifikan terhadap kepuasan konsumen. Responsiveness mempunyai pengaruh paling besar. Kata kunci: Bukti langsung, Kehandalan, Daya tanggap, Jaminan dan Empati ABSTRACT This study aims to determine the effect of service quality on customer satisfaction at the Toyota Auto2000 Way Halim dealer in Bandar Lampung. The type of research used is quantitative. Data obtained from the results or answers to questionnaires to consumers Toyota Auto2000 Dealer Way Halim in Bandar Lampung with respondents as many as 100 consumer samples from a population of 11,850 people. The sampling method in this study used a formula from the journal Amrullah et al., 2016. The data in this study were processed using SPSS statistical version 25. The data analysis techniques used in this study were validity testing, reliability testing, hypothesis testing (t test), multiple linear regression. The results of this study indicate that the variables tangibles, reliability, responsiveness, assurance, and empathy simultaneously have a positive and significant effect on consumer satisfaction. Responsiveness has the greatest influence. Keywords: Tangible, Reliabiliti, Responsiveness, Assurance and Emphaty

Item Type: Thesis (Strata 1)
Uncontrolled Keywords: Tangible, Reliabiliti, Responsiveness, Assurance and Emphaty
Subjects: MANAJEMEN > Konflik Dan Manajemen Konflik
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Asep Haikal Kurniawan S.IP., M.A
Date Deposited: 16 Nov 2022 06:38
Last Modified: 16 Nov 2022 06:38
URI: http://repository.teknokrat.ac.id/id/eprint/3983

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