ANALISIS PENGARUH FASILITAS, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP MINAT MEREFERENSIKAN (Studi Kasus Pada Konsumen Jasa Pelayanan Cuci Sepeda Motor dan Mobil Star Clean di Semarang)

Abstract

This study aimed to analyze the influence of facilities, service quality, and customer satisfaction for Star Clean Car Wash. This study, uses three independent variables, facilities, service quality, and customer satisfactiondan and the dependent variable is word of mouth.variables that using in this study are expected to know about how the process is happening and what factors that create word of mouth on Star Clean car wash. This sample, are owners of consumer Star Clean car wash in Semarang. Sample taken with a probability sampling, technique data analysis method is quantitative analysis, the reliability and validity tests, the classical aberration test, t test dan F test, determination coefficient and multiple linear regression analysis. Based on data analysis, indicate that variable facilities has a positive and the biggest influence on word of mouth Star Clean, and the customer satisfaction also has a positive influence on word of mouth Star Clean and the service quality also has a positive influence on word of mouth Star Clean and the Statisfication variable has the least positive influence on word of mouth of Star Clean.