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All Journal Optimum : Jurnal Ekonomi dan Pembangunan
Hermawan, Fransisca
Universitas Katolik Indonesia Atma Jaya, Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS KEPUASAN DAN LOYALITAS KONSUMEN BERDASARKAN DIMENSI MUTU PELAYANAN Hermawan, Fransisca; Widyastuti, Theresia Dian
Optimum: Jurnal Ekonomi dan Pembangunan Vol 5, No 2 (2015)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (209.062 KB) | DOI: 10.12928/optimum.v5i2.7857

Abstract

This study was conducted to analyze the factors affecting customer satisfactionand analyze customer satisfaction’s effect on customer loyalty. The customers were beingstudied used the service and repair provided by the motor workshop. Data was collectedby distributing questionnaires to the customers of Motor Workshop “Muas Motor” thatwas located at Kelurahan Gunung Batu, Bogor. This study successfully collected thedata, with purposive sampling technique, and analyzed 200 samples that were used asprimary data. This study used multiple linear regression testing. The data collectedwere processed and analyzed using SPSS version 20. Anova test result showed that allindependent variables simultaneously had a signfi cant effect on the level of customersatisfaction. T test results indicated that Physical Evidence, Empathy, and RelationalMarketing dimensions of customer satisfaction had a signifi cant and positive effect oncustomer satisfaction. While Reliability, Responsiveness, and Assurance dimensions ofcustomer satisfaction did not have a signifi cant effect on customer satisfaction. Thisstudy also showed that customer satisfaction had a signifi cant and positive effect oncustomer loyalty.
Co-Authors Widyastuti, Theresia Dian