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All Journal Bioeducation Journal Gorga : Jurnal Seni Rupa Biosfer: Jurnal Tadris Biologi Jurnal Pendidikan Biologi Journal of Natural Science and Integration Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Ilmiah Teknik Industri JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia) Jurnal Ilmiah Bina Bahasa Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat Jurnal Visual Jurnal Disrupsi Bisnis Buletin Poltanesa Empiricism Journal Mavis : Jurnal Desain Komunikasi Visual Jurnal Dimensi DKV Seni Rupa dan Desain Journal on Biology and Instruction (JouBIns) Akses : Journal of Public and Business Administration Science Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Guna Sewaka Paradoks : Jurnal Ilmu Ekonomi IMAGIONARY : Jurnal Seni, Desain dan Multimedia Tepak Sirih : Jurnal Pengabdian Kepada Masyarakat Madani Jurnal Serina Abdimas
Edy Chandra
IAIN Syekh Nurjati Cirebon
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Transportation Other

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Journal : Empiricism Journal

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PENGARUH DISIPLIN DAN KERAMAHAN TEKNISI TERHADAP KEPUASAN KONSUMEN (STUDI KASUS ASTRA HONDA MOTOR SRIWIJAYA MATARAM) Wulandari, Ni Luh Desi; Chandra, Edy
Empiricism Journal Vol. 6 No. 4: December 2025
Publisher : Lembaga Penelitian dan Pemberdayaan Masyarakat (LITPAM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/8qg2kx10

Abstract

   
Pengaruh Disiplin dan Keramahan Teknisi terhadap Kepuasan Konsumen (Studi Kasus Astra Motor Honda Sriwijaya Mataram) Wulandari, Ni Luh Desi; Chandra, Edy
Empiricism Journal Vol. 6 No. 4: December 2025
Publisher : Lembaga Penelitian dan Pemberdayaan Masyarakat (LITPAM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/8qg2kx10

Abstract

Penelitian ini bertujuan menganalisis pengaruh disiplin dan keramahan teknisi terhadap kepuasan konsumen pada layanan servis motor di Astra Motor wilayah Mataram. Pendekatan kuantitatif digunakan dengan sampel 100 responden konsumen melalui kuesioner Likert skala 1-5. Analisis data dilakukan dengan regresi linier berganda menggunakan SPSS versi 25, setelah uji asumsi klasik (normalitas, multikolinearitas, heteroskedastisitas). Hasil menunjukkan bahwa disiplin teknisi (X1) berpengaruh positif dan signifikan terhadap kepuasan konsumen (Y) dengan koefisien β = 0.28 (t = 4.12, Sig. = 0.000), sementara keramahan teknisi (X2) memiliki pengaruh lebih kuat dengan β = 0.42 (t = 6.25, Sig. = 0.000). Secara keseluruhan, model regresi menjelaskan 65.2% variasi kepuasan (R² = 0.652), dengan F-hitung = 89.45 (Sig. = 0.000). Faktor lain seperti harga dan fasilitas masih memengaruhi sisanya. The Effect of Technician Discipline and Friendlyness on Customer Satisfaction (Case Study of Astra Motor Honda Sriwijaya Mataram) Abstract This research aims to analyze the influence of technician discipline and friendliness on consumer satisfaction in motorcycle service at Astra Motor in the Mataram a region. A quantitative approach was employed with a sample of 100 consumer respondents via a Likert scale questionnaire (1-5). Data analysis was conducted using multiple linear regression in SPSS version 25, following classical assumption tests (normality, multicollinearity, heteroscedasticity). The results indicate that technician discipline (X1) has a positive and significant effect on consumer satisfaction (Y) with a coefficient β = 0.28 (t = 4.12, Sig. = 0.000), while technician friendliness (X2) exhibits a stronger influence with β = 0.42 (t = 6.25, Sig. = 0.000). Overall, the regression model explains 65.2% of the variation in satisfaction (R² = 0.652), with an F-statistic of 89.45 (Sig. = 0.000). Other factors such as price and facilities still influence the remainder.
Co-Authors Adiwidnyana, Ida Bagus Alicia, Deasy Arcana, I komang Asep Mulyani, Asep Cahyani, Ni Putu Andhinnia Prita Chandra, Nero Devanca Ciputra, Luvena Valencia Daisy Alicia Danarto, Agus Darmo, Budi Destina, Ramanda Elysia, Celine Evi Roviati I Komang Widya Purnama Yasa I MADE SUDARMA Jayanti, Ni Komang Novi Jesslyn, Jessica Jonathan, Jeremiah Kananda, I Nengah Dwi Vive Kartawinata, Jennifer Aurelia Kartimi Kartimi Komala, Euis Lemuela, Jemima Katherine Leony, Cherane Lianto, Fermanto Luvena Valencia Ciputra Made Restu Wardani, Desak Marhaeni, Tri Mariana Mariana Mariana Mujib Ubaidillah Naomi Gracia Wijaya Nero Devanca Chandra Paramitha, Jessica Sanjaya, Aprillina Sari, Hilda Putri Sarjana, Moh Setiawan, M Nashir Suari Tri Astuti, Ni Nyoman Suksestriyani, Ni Ketut Sulystiawati, Dwi Sutriani, Ida Ayu Nyoman Warjoyo, Jayanto Ginon Widiastini, Putu Pranita Widjajanti, Roos Wijaya, Naomi Gracia wilona, vira Wulandari, Ni Luh Desi Yosriah, Ely Yuyun Maryuningsih