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All Journal JTPVI: Jurnal Teknologi dan Pendidikan Vokasi Indonesia
Oktaviani, Ranti
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Automotive Engineering Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering Industrial & Manufacturing Engineering Other

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Kontribusi Kualitas Pelayanan Terhadap Kepuasan Konsumen di Bengkel PT. Hayati Pratama Mandiri Oktaviani, Ranti; Milana; Rifdarmon; Setiawan, M. Yasep
JTPVI: Jurnal Teknologi dan Pendidikan Vokasi Indonesia Vol. 2 No. 3 (2024): JTPVI: Jurnal Teknologi dan Pendidikan Vokasi Indonesia
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jtpvi.v2i3.185

Abstract

Penelitian ini bertujuan untuk mengetahui seberapa besar kontribusi kualitas pelayanan terhadap kepuasan konsumen di bengkel PT. Hayati Pratama Mandiri. Adapun metode yang dipakai pada penelitian ini adalah metode penelitian kuantitatif korelasi. Populasi yang digunakan dalam penelitian ini adalah konsumen yang berada di ruang lingkup bengkel PT. Hayati Pratama Mandiri dengan jumlah rata-rata 1551 orang setiap bulannya. Pengambilan sampel menggunakan teknik quota samplimg dengan ketentuan rumus slovin dan didapat sampel sebanyak 95 responden. Data hasil penelitian selanjutnya diolah dengan bantuan IBM SPSS 20 dan Excel 2019. Berdasarkan data hasil penelitian yang sudah diuji menunjukkan bahwa variabel kualitas pelayanan mempengaruhi variabel kepuasan konsumen sebesar 64,7%. This research aims to find out how much service quality contributes to customer satisfaction at PT workshops. Hayati Pratama Mandiri. The method used in this research is a quantitative correlation research method. The population used in this research is consumers who are within the scope of the PT workshop. Hayati Pratama Mandiri with an average of 1551 people every month. Sampling used the quota sampling technique with the provisions of the Slovin formula and a sample of 95 respondents was obtained. The research data was then processed with the help of IBM SPSS 20 and Excel 2019. Based on research data that has been tested, it shows that the service quality variable influences the consumer satisfaction variable by 64.7%.
Co-Authors M. Yasep Setiawan Milana Milana Rifdarmon