Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

Eigis Yani Pramularso

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


Full Text:

PDF

References


Alawiyah, S., & Dkk. (2018). Pengaruh Harga terhadap Kepuasan Konsumen Pengguna Notebook Asus (Studi Kasus Mahasiswa AMIK BSI Jakarta. Managerial, 1(1), 181–190.

Djuhartono, T., & dkk. (2017). Pendekatan Service Quality terhadap Kepuasan Pelanggan pada Bengkel Mobil. SOSIO-E-KONS, 9(2), 101–108.

Korowa, E., Sumayku, S., & Asaloei, S. (2018). Pengaruh Kelengkapan Produk Dan Harga Terhadap Pembelian Ulang Konsumen (Studi Kasus Freshmart Bahu Manado). Jurnal Administrasi Bisnis, 6(3), 27–34.

Kurniasih, I. D. (2012). Pengaruh Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Variabel Kepuasan (Studi pada Bengkel AHASS 0002-Astra Motor Siliwangi Semarang. Jurnal Administrasi Bisnis, 1(1), 37–45.

Noor, J. (2013). Metodologi Penelitian: Skripsi, Tesis, Disertasi, dan Karya Ilmiah (Edisi Pert). Jakarta: Kencana.

Priska, A. A. L., & dkk. (2018). Hubungan Kualitas Pelayanan dan Kepuasan Anggota Koperasi Mahasiswa. JAMP : Jurnal Administrasi Dan Manajemen Pendidikan, 1(1), 107–116.

Putra, C. F., & dkk. (2018). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pelanggan (Survei pada Pelanggan Bengkel AUTO 2000 Sukun Malang ). Jurnal Administrasi Bisnis (JAB), 61(2), 99–107.

Rachman, F. (2014). Pengaruh Kualitas Layanan, Harga, Lokasi terhadap Kepuasan pelanggan AUTO Sungkono Surabaya. Jurnal Ilmu & Riset Manajemen, 3(11).

Riduwan, & Kuncoro, E. A. (2008). Cara Menggunakan dan Memaknai Analisis Jalur (Path Analysis). Bandung: Alfabeta.

Tjiptono, F. (2008). Service Management Mewujudkan Layanan Prima. Yogyakarta: Andi Offset.




DOI: https://doi.org/10.31294/jc.v19i2.5887

ISSN: 2579-3314

Dipublikasikan oleh LPPM Universitas Bina Sarana Informatika

Jl. Dewi Sartika No. 289, Cawang, Jakarta Timur Telp : 021-8010836, ext. 202
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License