Analisis Pengaruh Kepercayaan, Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan pelanggan Servis di Bengkel Honda AHASS "Anugrah Pratama Metropolis" Surabaya. (Analysis of the Influence of Trust, Service Quality and Product Quality on Customer Satisfaction Service at Honda AHASS Workshop "Anugrah Pratama Metropolis" Surabaya).

Ardian, Reza Hendrata (2024) Analisis Pengaruh Kepercayaan, Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan pelanggan Servis di Bengkel Honda AHASS "Anugrah Pratama Metropolis" Surabaya. (Analysis of the Influence of Trust, Service Quality and Product Quality on Customer Satisfaction Service at Honda AHASS Workshop "Anugrah Pratama Metropolis" Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

[img] Text (ABSTRAK)
ABSTRAK.pdf
Download (16MB)
[img] Text (BAB I)
BAB I.pdf
Restricted to Repository staff only
Download (279kB) | Request a copy
[img] Text (BAB II)
BAB II.pdf
Restricted to Repository staff only
Download (501kB) | Request a copy
[img] Text (BAB III)
BAB III.pdf
Restricted to Repository staff only
Download (454kB) | Request a copy
[img] Text (BAB IV)
BAB IV.pdf
Restricted to Repository staff only
Download (1MB) | Request a copy
[img] Text (BAB V)
BAB V.pdf
Restricted to Repository staff only
Download (295kB) | Request a copy
[img] Text (LAMPIRAN)
LAMPIRAN.pdf
Download (1MB)
[img] Text (JURNAL)
JURNAL.pdf
Download (666kB)
[img] Text (JURNAL TURNITIN)
JURNAL TURNITIN.pdf
Download (2MB)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_small)
small.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt
Download (0B)
[img] Text (ABSTRAK)
ABSTRAK.pdf
Download (0B)
Official URL: http://repository.untag-sby.ac.id

Abstract

This research aims to test and determine the influence of trust, service quality and product quality on service customer satisfaction at the Honda AHASS "Anugrah Pratama Metropolis" Surabaya Workshop. The benefit of this research is that it provides information about the influence of trust, service quality and product quality on customer satisfaction so that it can be taken into consideration in marketing decision making by management. The data used in this research uses tools in the form of questionnaires. The scale used in this writing is the Likert scale. The population in this study was obtained using a purposive sampling method, namely, a sample determination technique with certain considerations in accordance with the desired criteria to determine the number of samples to be studied. Purposive sampling is used because there are often many limitations that prevent researchers from taking samples randomly, so by using purposive sampling it is hoped that the sample criteria obtained are truly in accordance with the research to be conducted. The analytical method used is multiple linear regression analysis using the SPSS (Statistical Product and Service Solutions) version 23 application tool. The results of this study indicate that the regression model of this research meets the requirements, namely that there are no symptoms of multicollinearity, heteroscedasticity and the data used is normally distributed. The research results show that: (1) Trust has a positive and significant effect on Customer Satisfaction with a regression coefficient of 0.215 and a significance level of 0.004 (2) Service Quality has a positive and significant effect on Customer Satisfaction with a regression coefficient of 0.298 and a significance level of 0.042 (3) Quality Products have a positive and significant effect on Customer Satisfaction with a regression coefficient of -0.551 and a significance level of 0.007. Simultaneously, the independent variable has a significant influence on the dependent variable with a significance level of 0.000.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Trust, Service Quality, Product Quality, Customer Satisfaction.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen
Depositing User: 1211900140 reza hendrata ardian
Date Deposited: 23 Jul 2024 02:28
Last Modified: 23 Jul 2024 02:28
URI: http://repository.untag-sby.ac.id/id/eprint/29964

Actions (login required)

View Item View Item
UNTAG SURABAYA REPOSITORY is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.
Visitors (since 4 January 2019):
View UNTAG Surabaya Repository Stats