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ANALISIS KEPUASAN PELANGGAN MENGENAI KUALITAS PELAYANAN ASTRA MOTOR SLAWI DI KABUPATEN TEGAL

Management Analysis Journal

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Title ANALISIS KEPUASAN PELANGGAN MENGENAI KUALITAS PELAYANAN ASTRA MOTOR SLAWI DI KABUPATEN TEGAL
 
Creator Ayu, Mutiara
Slamet, Achmad
 
Subject Customer satisfaction, service quality.
 
Description This study aims to describe and analyze the dimensions of responsiveness, reliability, empathy, assurance and physical evidence on the quality of services determine customer satisfaction. The sample in this study amounted to 100 customers. The sampling technique using non-probability sampling with accidental sampling technique. The variables of this study consisted of customer satisfaction and service quality. Analysis of the data used is descriptive analysis. The results showed five dimensions of service quality, the dimensions of responsiveness, reliability, empathy and assurance shows that customers are very satisfied, and to the dimensions of the physical evidence indicates that the customer is not satisfied. This research is expected as input for Astra Motor Slawi Tegal to increase the dimensions of the performance of the physical evidence on the quality of service by providing adequate facilities and infrastructure. Besides the leader is more attention is needed for the arrangement of items in the showroom, interior space and provide the missing clues for each room allowing customers find the space needed.
 
Publisher Management Analysis Journal
 
Contributor —
 
Date 2015-12-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.unnes.ac.id/sju/index.php/maj/article/view/8884
10.15294/maj.v4i4.8884
 
Source Management Analysis Journal; Vol 4, No 4 (2015): Management Analysis Journal
2502-1451
2252-6552
 
Language eng
 
Relation http://journal.unnes.ac.id/sju/index.php/maj/article/view/8884/5810