ANALISIS PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL BODY REPAIR MOBIL RAPI GLASS SEMARANG

Abstract

The increasing number of otomotive consumer ia directly affect to the increasing number of commercial otomotive workshop. Rapiglass otomotive workshop has became ine of the most popular commercial itomotive workshop in Sarang. As a service comopny, cuatomer satisfaction become its main purpose. This research aimed to test how the service quality, customer value, and company image affwct the customer's satisfaction The research conducted in Rapiglass workshop Semarang. The number of research samples are 87 person. Quisioner instrument is used to obtain research data. Double linier regressive analysis testing method is used to prove research's hypothesis. The research result shows that service quality has significant positive implications to customer satisfaction. Company image is also has positive effect to custimer's satisfaction