AN ANALYSIS OF INFLUENCE ON SERVICE QUALITY TO THE CUSTOMER SATISFATION AND LOYALTY RELATING TO REPEAT ORDER IN PUTERA AGUNG MOBIL SURABAYA

Kurniawan, Taufik and Prasetyo, Prasetyo and Wibowo, Bambang Sri (2018) AN ANALYSIS OF INFLUENCE ON SERVICE QUALITY TO THE CUSTOMER SATISFATION AND LOYALTY RELATING TO REPEAT ORDER IN PUTERA AGUNG MOBIL SURABAYA. AN ANALYSIS OF INFLUENCE ON SERVICE QUALITY TO THE CUSTOMER SATISFATION AND LOYALTY RELATING TO REPEAT ORDER IN PUTERA AGUNG MOBIL SURABAYA. 01-13. ISSN 2356-3206

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Abstract

Applying the five dimensions of service quality is not easy as it seems since obstacles are there to encounter in the process. The obstacles in the five dimensions of service quality happened because there are gaps which causing the failure in the process of service delivery. SERVQUAL model is built on assumption that consumer compares the service attribute work with the ideal standard for each attribute. When the attribute work trascends the standard, perception of the whole service quality will be raising up. By giving service that exceeds the wish of the customers of five dimensions of SERVQUAL the customer’s satisfaction will be mede up this will lead to the loyalty of the cutomers and they will pay more. This research is aimed to analyze influence of the service quality to the satisfaction and loyalty of customer to do repeat order in Putera Agung Mobil Jemursari Surabaya. Respondents are consumers who buy cars in Putera Agung Mobil. The variables of the research are service quality dimension as the independent variable and consumer satisfaction and loyalty variable as the dependent variable. Analysis technique used here is gap analysis, t test, and double linear regression. The study on this research shows that there are gaps between customer expectation with the perception of service quality granted by the consumers of Putera Agung Mobil, Surabaya. Only partial quality service that really influences the consumer satisfaction of putera agung mobil Surabaya including assurance and empathy, while tangibles, reliability, and responsiveness do not really influential. It can be said that service quality influences the loyalty of the consumer in Putera Agung Mobil, Surabaya

Item Type: Article
Uncontrolled Keywords: SERVQUAL, consumer satisfaction, consumer loyalty
Subjects: Ekonomi
Depositing User: Unnamed user with email lib.stiemahardhika@gmail.com
Date Deposited: 05 Jul 2019 07:08
Last Modified: 16 Nov 2021 10:11
URI: http://repository.stiemahardhika.ac.id/id/eprint/515

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