Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Konsumen pada AHASS Sukses Motor Ujung Menteng

Fauziah, Irna Resti (2024) Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Konsumen pada AHASS Sukses Motor Ujung Menteng. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

The study on the Influence of Service and Facility Quality on Customer Satisfaction aims to determine the influence of service and facility quality on consumer satisfaction at AHASS Sukses Motor Ujung Menteng. The research method used is descriptive with a quantitative approach. The sampling technique was carried out by non-probability sampling technique using purposive sampling with 100 respondents, data collection by conducting observations, interviews and distributing questionnaires. The data analysis used was multiple linear regression using the Statistical Product and Service Solution (SPSS) assistance program. Based on statistical data research, the indicators in this study are valid and the variables used are reliable. Then in the classical assumption test, multicollinearity and heteroscedasticity did not occur and the data was normally distributed. The results showed that the service quality variable had a positive and significant effect on consumer satisfaction, with a t-count result of 20.535 which was greater than the t-table (α = 0.05; df = 97) which was 1.66071 with a significance level of 0.000 less than 0.05. The facility variable had a positive and significant effect on consumer satisfaction, with a t-count result of 2.526 which was greater than the t-table (α = 0.05; df = 97) which was 1.66071 with a significance level of 0.013 less than 0.05. The results of the determination coefficient showed that the R square value of 0.816 or 81.6% of the independent variables could be explained by the dependent variables, while the rest could be explained by other variables that were not included in this study.

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