Pengaruh Pelayanan Prima, Harga Dan Fasilitas Ruang Tunggu Terhadap Kepuasan Pelanggan Jasa Servis Motor Di Dealer Yamaha Kartika 3 Kabupaten Probolinggo

Alifia, Gadis and Elmas, M. Syarif Hidayatullah and Hermanto, Hermanto (2021) Pengaruh Pelayanan Prima, Harga Dan Fasilitas Ruang Tunggu Terhadap Kepuasan Pelanggan Jasa Servis Motor Di Dealer Yamaha Kartika 3 Kabupaten Probolinggo. upm.ac.id.

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Abstract

This research was conducted at Dealer Kartika 3, Probolinggo Regency with the objectives of the research to be achieved are (1) To determine the significant effect of excellent service, price and waiting room facilities on customer satisfaction of motorbike service services at Dealer Kartika 3, Probolinggo Regency (2) To determine the significant effect excellent service, prices and waiting room facilities on customer satisfaction of motorbike service services at Kartika Dealer 3, Probolinggo Regency (3) To determine the effect of the more dominant variables between excellent service, price and waiting room facilities that affect customer satisfaction of motorbike service services at Kartika Dealers 3 Probolinggo Regency The population of this research is customers who service motorbikes more than 2 times at Yamaha Kartika 3 Dealer, Probolinggo Regency from January to March 2019, amounting to 50 customers with a sample taken of 50 motorbike service customers at Yamaha Kartika 3 Dealer, Probolinggo Regency, with techniques sampling, namely non-probability sampling, namely sampling quotas. The type of research used in this research is quantitative research with a causal relationship, the variables used include excellent service, price and waiting room facilities on customer satisfaction. The method of data analysis from the results of this research is descriptive quantitative method using statistics in the form of data quality tests, classical assumption tests, multiple regression analysis, coefficient of determination and hypothesis testing. The results are indicated by the regression equation Y = 0.727 + 0.790 X1 + 0.606 X2 + 0.435 X3 and the results of the partial hypothesis test t table = 2.011 and the t value of X1 = 5.662, X2 = 5.123, X3 = 3.148 with the Sig value of the three variables <0, 05 proves that excellent service, prices and waiting room facilities partially affect customer satisfaction. The results of the simultaneous hypothesis test F count of 179.211> F table 2.81 with a significance value (Sig) of 0.000b proves that excellent service, price and waiting room facilities simultaneously affect customer satisfaction. The result of the dominant hypothesis test shows that the X1 variable has a t value greater than the other independent variables.

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