KEPUASAN KONSUMEN DITINJAU DARI PEOPLE, PROCESS, DAN PHYSICAL EVIDENCE PADA BENGKEL CUSTOM AKSESORIS MOTOR DI XILAM 01 NGANJUK - Yudha Pratama, M Edo; Aliami, Sri; Leksono, Poniran Yudho (Prosiding Seminar Nasional Manajemen, Ekonomi dan Akuntansi, 2021)
Abstract The purpose of this study is to explain the variables People, Process, Physical Evidence simultaneously have a significant effect on customer satisfaction at a custom motorcycle accessories workshop in Xilam 01 Nganjuk. This study uses a causal quantitative approach with the research subjects of consumers of custom motorcycle accessories workshops in xilam 01 nganjuk. This research instrument by distributing questionnaires. The sample used was 50 respondents. The data analysis method used is multiple linear regression analysis, coefficient of determination, and hypotheses (t test and f test), with SPSS windows version 26 software. The results of this study indicate that People, Process, and Physical Evidence partially have a significant effect on consumer satisfaction. at a custom motorcycle accessories workshop at Xilam 01 Nganjuk. Simultaneously People, Process, and Physical Evidence have a significant effect on customer satisfaction at a custom motorcycle accessories workshop in Xilam 01 Nganjuk. Keywords: People, Process, Physical Evidence, Consumer Satisfaction Abstrak Tujuan penelitian ini menjelaskan variabel People, Process, Physical Evidence secara simultan berpengaruh signifikan terhadap kepuasan konsumen pada bengkel custom aksesoris motor di Xilam 01 Nganjuk. Penelitian ini menggunakan pendekatan kuantitatif kausalitas dengan subyek penelitian konsumen bengkel custom aksesoris motor di xilam 01 nganjuk. Instrumen penelitian ini dengan menyebarkan kuesioner. Sampel yang digunakan sebanyak 50 responden. Metode analisis data yang digunakan adalah analisis regresi linier berganda, koefisien determinasi, dan hipotesis (uji t dan uji f), dengan software SPSS windows versi 26. Hasil penelitian ini menunjukkan bahwa People, Process, dan Physical Evidence secara parsial berpengaruh signifikan terhadap kepuasan konsumen di bengkel custom aksesoris motor di Xilam 01 Nganjuk. Secara Simultan People, Process, dan Physical Evidence berpengaruh signifikan terhadap kepuasan konsumen di bengkel custom aksesoris motor di Xilam 01 Nganjuk. Kata Kunci : People, Process, Physical Evidence, Kepuasan Konsumen