PENGARUH KUALITAS PELAYANAN BENGKEL TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN

  • Sonny Taufan Program Studi Administrasi Bisnis Otomotif, Politeknik STMI Jakarta
  • Muhamad Nur Akhsan Program Studi Administrasi Bisnis Otomotif, Politeknik STMI Jakarta
DOI: https://doi.org/10.31937/manajemen.v15i2.3387

Abstract

This research was conducted at PT Setiajaya Mobilindo - Setiajaya Toyota Depok, with the aim of  Knowing the influence of workshop service quality on customer satisfaction Knowing the influence of customer satisfaction on customer loyalty and  Knowing the level of quality of workshop service provided on customer loyalty through PT Setiajaya Mobilindo - Setiajaya Toyota Depok customer satisfaction. The population in this study were all customers at PT Setiajaya Mobilindo - Setiajaya Toyota Depok Pekanbaru. Using the Slovin formula and accidental sampling technique, 161 selected samples were obtained. The research method was carried out descriptively and quantitatively, using simple regression testing techniques and the data was then processed using the IBM SPSS Statistics 26 program. With this research, research estimates were produced as to whether service quality has an effect on customer satisfaction and also whether customer satisfaction and service quality have an impact. influence on customer loyalty.

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Published
2023-12-31
How to Cite
Taufan, S., & Akhsan, M. (2023). PENGARUH KUALITAS PELAYANAN BENGKEL TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN. Ultima Management : Jurnal Ilmu Manajemen, 15(2), 274-295. https://doi.org/https://doi.org/10.31937/manajemen.v15i2.3387
Issue
Vol 15 No 2 (2023): Ultima Management : Jurnal Ilmu Manajemen
Section
Articles
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