Kualitas Pelayanan Dalam Meningkatkan Kepuasan Konsumen Di Showroom X Kota Bandung
Abstract
The automotive industry is experiencing a decline in sales in 2020 and 2021 is expected to become one of the main forces to improve the national economy of Indonesia. This encourages the automotive industry to have a business competitive advantage. The phenomenon from several consumers of Showroom X Bandung, namely the quality of service provided was less than optimal. Based on the findings in previous research, service quality affects customer satisfaction. This study aims to examine the effect of service quality on customer satisfaction. This study uses the theory of service quality and customer satisfaction from some previous literature. The data collection technique uses a questionnaire that consists of 10 items. Measurement of variables based on the five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. Based on the test results, the S value is more than 1, which shows that consumers are satisfied with the quality of showroom services. The data was analyzed by validity test, reliability test, descriptive statistical test, and hypothesis test. The hypothesis test results show the influence of service quality on customer satisfaction in Showroom X Kota Bandung.
Keywords: service quality, customer satisfaction
Abstrak
Industri otomotif mengalami penurunan penjualan di tahun 2020 dan di tahun 2021 diharapkan menjadi salah satu kekuatan utama untuk meningkatkan perekonomian nasional negara Indonesia. Untuk itu industri otomotif perlu memiliki keunggulan bersaing bisnis.Fenomena dari beberapa Showroom di Kota Bandung menunjukkan kualitas pelayanan yang diberikan kurang optimal.Berdasarkan temuan pada penelitian terdahulu, kualitas pelayanan berpengaruh terhadap kepuasan konsumen.Penelitian ini bertujuan menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen.Peneliti menggunakan teori kualitas pelayanan dan kepuasan konsumen dalam kajian ini.Teknik pengumpulan data menggunakan kuesioner yang berjumlah 10 butir pernyataan.Pengukuran variabel berdasarkan kelima dimensi kualitas pelayanan yaitu tangible, reliability, responsiveness, assurance, dan empathy.Berdasarkan hasil pengujian diperolehnilai S lebih dari 1yang menunjukkan bahwa konsumen puas dengan kualitas pelayanan showroom. Analisis data dilakukan dengan uji validitas, uji reliabilitas, uji statistik deskriptif, dan uji hipotesis.Hasil juga menunjukkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan konsumen di Showroom X Kota Bandung.
Kata kunci : kualitas pelayanan, kepuasan konsumen
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