CD Skripsi

Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Konsumen Bengkel Resmi Pada Pt. Agung Toyota Pekanbaru

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This research was conducted at the Official Workshop at PT. Agung
Toyota Pekanbaru which is located on Jl. SM Amin, Simpang Baru, Kec.
Tampan, Pekanbaru. This study aims to determine and analyze the effect of
service quality and corporate image on customer satisfaction partially and
simultaneously. This study uses descriptive and quantitative analysis methods
with the SPSS program. The populations in this study are all consumers who carry
out car maintenance and repairs at the Authorized Workshop at PT. Agung Toyota
Pekanbaru in 2016-2020 as many as 127.013 and a sample of 100 respondents.
Determination of the sample in this study using the Slovin formula, namely
thetechnique Accidental Sampling.
Data analysis used validity test, reliability test, simple linear regression
analysis, multiple linear regression analysis, determination analysis, and
significance test with t test (partial test) F test (simultaneous test). The results of
this study indicate the results of the first t-test hypothesis, service quality on
customer satisfaction, namely t count (7.378) > t table (1.6605) meaning, service
quality has a significant effect on customer satisfaction. Second, the company's
image on consumer satisfaction is t count (7.082) > t table (1.6605), meaning that
the company's image has a significant effect on customer satisfaction. The results
of the F test of service quality and company image on customer satisfaction are F
count (36,672) > F table (3.09) meanings that service quality and company image
have a significant effect on customer satisfaction at the Authorized Workshop at
PT. Agung Toyota Pekanbaru.
Keywords: Service Quality, Corporate Image, Consumer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

01 04.121 (0070)

Penerbit

Pekanbaru : Universitas Riau – FISIP - Ilmu Administrasi Bisnis., 2021

Deskripsi Fisik

xv, 134 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

01 04.121 (0070)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Ilmu Administrasi Bisnis

Info Detail Spesifik

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Pernyataan Tanggungjawab

ELFITRA

Versi lain/terkait

Lampiran Berkas

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