ANALISIS SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN ( Studi Pada PT. Jaya Abadi, Jl. Mataram No. 603 Di Semarang )

Abstract

The most important factor of service business is assessment services quality are heavily influenced by perceptions and expectations of each customer. Dimensions of service quality is divided into five principal dimensions, i.e.: reliability, responsiveness, guarantees, empathy and tangible. The purpose of this research is to analyze the effect of reliability, responsiveness, assurance, empathy and physical evidence to the satisfaction of the consumer. The population in this research that consumers make purchases of vehicles with many types of brand Honda PT. Jaya Abadi, Mataram Jl. No. 603, Semarang which there is unknown. The sample in this study are 100 respondents. Sampling techniques in this research was conducted with the Purposive Sampling technique. Its data type is primary. Method of data collection using the questionnaire. Analysis technique used is multiple regression. The result analysis using spss version indicates that 13: ( 1 ). Reliability of influencing consumer satisfaction. ( 2 ). Responsiveness influencing consumer satisfaction. ( 3 ). Assurance influencing consumer satisfaction. ( 4 ). Empathy influencing consumer satisfaction. ( 5 ). Tangible influencing consumer satisfaction