Author(s):
Agustinus Yanuar Budhi Heriyanto
Nama Penulis:
Agustinus Yanuar Budhi Heriyanto
Additional Info:
Jurnal Ilmiah Ekonomika Fakultas Ekonomi Universitas Baturaja
Volume 11 Nomor 2, April 2018
Keyword(s):
service Quality, Price, Location and customer satisfaction
ABSTRACT
The obiectives af this research are (1) to analyze the effect af service quality on
customer satisfaction, (2) to analyze the price relationship to customer satisfaction cnd
(3) to analyze the location relationship to customer satisfaction in DHL Auto Car
Worlrshop Serpong, Tangerang. This reseqrch was conducted hy di,rtrihuting
questionnaires, while for the research method with descriptive methad. In conducting this
research, the author uses correlation cofficient analysis, rnuttipte linear regrission
analysis F test and t test. From the results af multipte lineqr regression analysis obtained
the equation Y : 3.184 + 0.737 XI + 0.349 X2 + 0.140 X3. The constant value (a): 3-I84
shows the amount of Custamer Satisfoction in the DHL Auto Car Serpong Wotrkshop in
Tangerang, if there is no service quality variable, price and location, regression
coefficient vclue (b[,l: service qualit,v v6t;able of 0.737 means that the-re is a positive
influence on service qualtty variable towards customer satisfaction in Tangering Auto
Car Serpong Workshop, assuming other vartobles remain, regression coffiient value
(b2): ygsitive price variable is 0.349 means that there is a positive inJluence of the price
variable on customer satisfaction in the DHL Auto Car Serpong Tangerang Wortrsiop of
0.349 assuming other variables arefixed and regression cofficient value (b3): location
vmiable is 0.140 mectns there is a positive influence fram the location varicble on
customer satisfaction in DHL Auto Car Workshop Serpong, Tangerang assuming other
vatiabtes 'remain- or cor[stant. Adjusted R2 value tn this study amormted tu-gg.4%
meaning thst there was on influence of service quality, price, and location contributing
88.49a0 to customer satisfaction in DHL Auto Car Serpong, Tangerang while 11.6% wa7
explained by other reasons.
The result af t test shows that the value af t arithmetic for service quatity is 1A,952, the
value of t arithmeticibr the price is 5,138, anid the value of t arithmiticfur the location of
2,996 wkich all shows greater than t table 1,966, so this lrypothesis states that the quati4,
of service, price and the location has a positive positive effect on customer satisfaclion in
the DHL Auto Car Serpong Tangerang Workshop. F test shows that F arithmetic
(252.007)> F table (3.09), so that service quality v,ariables, prices and locations together
injluence customer satisfaction in Tangerarg Auto car workshop Tangerang.