ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KUALITAS JASA BENGKEL RESMI ASTRA HONDA (STUDY KASUS AHASS DI WILAYAH KARESIDENAN KEDU)

Abstract

Presently can be understood there is a lot of interest to get well known about services industrial. One of them is understanding the thruly relationship among services quality with assurance, tangibles, reliability, responsiveness dan empathy factors. This thesis work to explain that relationship by testing the hipothesis statement that say the previous factor have a relationship with the services quality. And from previous Factor fonded that there is a strong relation among services quality with assurance, tangibles, reliability, responsiveness and empathy factors. Taken from 400 Ahass customer from 22 Ahass in Karesidenan Kedu prove that assurance, tangibles, reliability, responsiveness and empathy factors have significant relation with service quality. And one of them has the strongest relation. Result of this analisys is use to explain the relation among assurance, tangibles, reliability, responsiveness and empathy factors with services quality and will be a lot of help to make a decicion that relation to the improvement of service marketing managemen program.