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All Journal HOUSE OF MANAGEMENT AND BUSINESS (HOMBIS) JOURNAL
Firdaus Hendri Kurniawan
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada suatu Layanan Purna Jual Motor Honda muhammad hafiduddin; Hafid Syarif Hidayatulloh; Firdaus Hendri Kurniawan; Muhamad Rafi Sigit Widodo; Wilson Chandra Teguh Pratama
House of Management and Business (HOMBIS) Journal Vol 2, No 1 (2023): House of Management and Business (HOMBIS JOURNAL)
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Muhammadiyah Gombong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26753/hombis.v2i1.1069

Abstract

ABSTRACTService quality assessment has been widely used in after-sales service, especially in the motor vehicle and automotive industry. The purpose of this study is to determine the factors that affect customer satisfaction in the after-sales service of Honda motorcycles at AHAS Gombong dealer by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as physical evidence or direct evidence (tangibles), (reliability), (responsive), (assurance), and (emphaty) are analyzed simultaneously on customer satisfaction. Structural Equation Modeling (SEM) shows that among the five dimensions of SERVQUAL, reliability and empathy are found to have a significant relationship with Honda motorcycle customer satisfaction in Gombong. Interestingly, (tangibles), (responsive), and (assurance) were found to have no significant relationship with satisfaction. Dealers must provide good service quality to meet customer expectations and achieve customer satisfaction, which in turn builds customer trust in the company. With this, customer loyalty can be achieved by the company which can also increase company profits and competitive advantage.Keywords : Tangibles, reliability, responsive, assurance, empathy
Co-Authors Hafid Syarif Hidayatulloh Muhamad Rafi Sigit Widodo muhammad hafiduddin Wilson Chandra Teguh Pratama