Kualitas Pelayanan Dalam Meningkatkan Kepuasan Konsumen Di Showroom X Kota Bandung

Multimodal brain image analysis : second International Workshop, MBIA 2012, held in conjunction with MICCAI 2012, Nice, France, October 1-5, 2012 : proceedings. MBIA (Workshop) (2nd : 2012 : Nice, France) Pub Date : 2022-01-21 DOI:10.33557/mbia.v20i3.1569

Desta Sulaesih Mursyidah

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Abstract

The automotive industry is experiencing a decline in sales in 2020 and 2021 is expected to become one of the main forces to improve the national economy of Indonesia. This encourages the automotive industry to have a business competitive advantage. The phenomenon from several consumers of Showroom X Bandung, namely the quality of service provided was less than optimal. Based on the findings in previous research, service quality affects customer satisfaction. This study aims to examine the effect of service quality on customer satisfaction. This study uses the theory of service quality and customer satisfaction from some previous literature. The data collection technique uses a questionnaire that consists of 10 items. Measurement of variables based on the five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. Based on the test results, the S value is more than 1, which shows that consumers are satisfied with the quality of showroom services. The data was analyzed by validity test, reliability test, descriptive statistical test, and hypothesis test. The hypothesis test results show the influence of service quality on customer satisfaction in Showroom X Kota Bandung. Keywords: service quality, customer satisfaction Abstrak Industri otomotif mengalami penurunan penjualan di tahun 2020 dan di tahun 2021 diharapkan menjadi salah satu kekuatan utama untuk meningkatkan perekonomian nasional negara Indonesia. Untuk itu industri otomotif perlu memiliki keunggulan bersaing bisnis.Fenomena dari beberapa Showroom di Kota Bandung menunjukkan kualitas pelayanan yang diberikan kurang optimal.Berdasarkan temuan pada penelitian terdahulu, kualitas pelayanan berpengaruh terhadap kepuasan konsumen.Penelitian ini bertujuan menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen.Peneliti menggunakan teori kualitas pelayanan dan kepuasan konsumen dalam kajian ini.Teknik pengumpulan data menggunakan kuesioner yang berjumlah 10 butir pernyataan.Pengukuran variabel berdasarkan kelima dimensi kualitas pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy.Berdasarkan hasil pengujian diperolehnilai S lebih dari 1yang menunjukkan bahwa konsumen puas dengan kualitas pelayanan showroom. Analisis data dilakukan dengan uji validitas, uji reliabilitas, uji statistik deskriptif, dan uji hipotesis.Hasil juga menunjukkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan konsumen di Showroom X Kota Bandung. Kata kunci : kualitas pelayanan, kepuasan konsumen

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服务质量提高了万隆X展厅消费者满意度

汽车行业在2020年经历了销量的下滑，预计2021年将成为改善印尼国民经济的主要力量之一。这鼓励汽车工业具有商业竞争优势。来自Showroom X万隆的几个消费者的现象，即提供的服务质量不够理想。根据以往的研究结果，服务质量影响顾客满意度。本研究旨在探讨服务品质对顾客满意的影响。本研究采用了先前文献中有关服务品质与顾客满意的理论。数据收集技术使用由10个项目组成的问卷。基于服务质量五个维度的变量测量，即有形、可靠、响应、保证和共情。从测试结果来看，S值大于1，表明消费者对展厅服务质量感到满意。对资料进行效度检验、信度检验、描述性统计检验和假设检验。假设检验结果显示了服务质量对Showroom X Kota万隆顾客满意度的影响。关键词:服务质量，顾客满意度摘要:产业发展，印尼，印尼，印尼，印尼，印尼，印尼，印尼，印尼，印尼温州工业发展有限公司是中国经济发展的重要组成部分。现象达里比伯拉帕陈列室迪哥打万隆menunjukkan kualitas pelayanan yang diberikan kurang最佳。Berdasarkan temuan pada penelitian terdahulu, kualitas pelayanan berpengaruh terhadap kepuasan konsumen。Penelitian ini bertujuan menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen。Peneliti menggunakan teori kualitas pelayanan dan kepuasan konsumen dalam kajian ini。日本人口普查数据显示，中国人口普查数据显示，中国人口普查数据显示，中国人口普查数据显示。企鹅是有形的，可靠的，反应灵敏的，自信的，和同理心的。Berdasarkan hasil企鹅diperolehnilai S lebih dari 1yang menunjukkan bahwa konsumen puas dengan kualitas pelayanan陈列室。分析双库数据的有效性、信度、统计表、方差。Hasil juga menunjukkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan konsumen di Showroom X Kota万隆。Kata kunci: kualitas pelayanan, kepuasan konsumen

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Multimodal brain image analysis : second International Workshop, MBIA 2012, held in conjunction with MICCAI 2012, Nice, France, October 1-5, 2012 : proceedings. MBIA (Workshop) (2nd : 2012 : Nice, France)

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