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Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen, Word Of Mouth Dan Kepercayaan Konsumen Pada Bengkel Indomobil Nissan-Datsun Arengka Pekanbaru

As the development of the auto repair industry in Pekanbaru City, the level of competition between industries has also increased. This requires every company to be able to have a strategy to survive in the competition. one of them is to improve the quality of service, because in theory service quality is a determining factor for consumer trust, both directly and through satisfaction and Word of mouth. This study aims to analyze the effect of Service Quality on Customer Satisfaction, Word Of Mouth and Customer Trust in Indomobil Nissan-Datsun Arengka Workshop Pekanbaru
This research was conducted on the consultant, the number of samples used was 326 people, the technique of collecting data using a questionnaire. Whereas for analyzing data, SPSS 17.00 for Windows and SmartPls are used
The results showed that: 1) there was an influence of service quality on satisfaction, 2) there was an effect of service quality on wom, 3) there was an effect of service quality on trust, 4) there was an effect of service quality on trust through satisfaction and word of mouth.
Based on the results of the research, Indomobil Nissan-Datsun Arengka Pekanbaru Workshop must improve service quality variables, so as to increase satisfaction, positive feedback, and consumer trust.

Keywords: Service Quality, Customer Satisfaction, Word Of Mouth, And Customer Trust

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 219 (0120)
10 03. 219 (0120)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0120)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xiv, 142 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0120)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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