Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

Cakrawala - Jurnal Humaniora Pub Date : 2019-09-06 DOI:10.31294/JC.V19I2.5887

Eigis Yani Pramularso

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引用次数: 1

Abstract

Abstract - Increasingly tight business competition is accompanied by changes in the needs and desires of customers who always dynamically require companies to be able to adapt so that customers remain satisfied with the company's performance. Service quality and price determination offered are important parts so customer satisfaction is maintained. This study aims to determine the effect of service quality and price on customer satisfaction of PT Setiajaya Mobilindo. The population in this study were customers of PT Setiajaya Mobilindo located on Jl. Raya Tole Iskandar Depok who received body & paint services and the sample was 61 respondents taken randomly. The data analysis tool uses multiple linear regression with processing techniques using SPSS. From the results of the study it is known that service quality and price together have a significant effect on customer satisfaction. Partially service quality and price also have a significant effect on customer satisfaction. The number of R square (R2) shows service quality and price contribute 58.6% to customer satisfaction, while the rest is influenced by other factors outside of this study. Keywords: Service Quality, Price, Customer Satisfaction

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服务和价格对PT setio Mobilindo客户满意度的影响

摘要:日益激烈的商业竞争伴随着客户需求和欲望的变化，这些需求和欲望总是动态地要求企业能够适应，从而使客户对公司的绩效保持满意。提供的服务质量和价格决定是保持客户满意度的重要部分。本研究旨在确定服务品质与价格对PT Setiajaya Mobilindo顾客满意度的影响。本研究的人群是位于jr .的PT Setiajaya Mobilindo的顾客。Raya tolle Iskandar Depok接受了车身和油漆服务，样本是随机抽取的61名受访者。数据分析工具使用多元线性回归与处理技术使用SPSS。从研究结果可知，服务质量和价格共同对顾客满意度有显著影响。部分服务质量和价格对顾客满意也有显著影响。R平方(R2)的数量表明，服务质量和价格对顾客满意度的贡献为58.6%，其余部分受本研究之外的其他因素的影响。关键词:服务质量，价格，顾客满意度

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Cakrawala - Jurnal Humaniora

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