Pengaruh Dimensi Kualitas Pelayanan Jasa dan Lokasi Terhadap Kepuasan Pelanggan - Siti Khotijah; Pujiati Pujiati; Albet Maydiantoro (FKIP Unila, 2018)
The purpose of this research is to know the influence of service quality dimension and location to customer satisfaction. The method used is descriptive verifikatif by using expost facto and survey approach. The population of this research is all customers who have ever done maintenance of motorcycle at Yamaha Lampung Sakti Motor workshop and the sample are 72 people in which the sampling technique that is purposive sampling. The data were collected by using questionnaires. The result of research shows that there is influence of service quality dimension and location to customer satisfaction. Based on data analysis, it is obtained by Fhitung Ftabel or 20,966 2,240 which is indicated by multiple linear regression with coefficient of determination (r2) 0,659 which means customer’s satisfaction is influenced by service quality dimension (tangibles, reliability, responsiveness, assurance, emphaty) and location, amounted to 65,9% , the rest of 34,1% influenced by other factors.Penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas pelayanan jasa dan lokasi terhadap kepuasan pelanggan. Metode penelitian menggunakan deskriptif verifikatif dengan pendekatan ex post facto dan survey. Populasi dalam penelitian ini yaitu orang-orang yang pernah memperbaiki sepeda motor di Bengkel Yamaha Lampung Sakti Motor dan sampel 72 responden menggunakan teknik purposive sampling. Pengumpulan data menggunakan kuesioner. Hasil penelitian menunjukkan bahwa ada pengaruh dimensi kualitas pelayanan jasa dan lokasi terhadap kepuasan pelanggan dengan diperoleh Fhitung Ftabel atau 20,966 2,240 yang ditunjukkan dengan regresi linear multiple dengan koefisien determinasi (r2) 0,659 yang berarti kepuasan pelanggan dipengaruhi oleh dimensi kualitas pelayanan jasa dan lokasi sebesar 65,9% , sisanya 34,1% dipengaruhi oleh faktor lain.Kata kunci : Dimensi kualitas pelayanan jasa, lokasi, kepuasan pelanggan.