PENGARUH HARGA, CITRA MEREK, LOKASI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA SERVIS MOBIL NISSAN STUDI KASUS DI BENGKEL RESMI NISSAN WAHANA WIRAWAN MALANG
| Main Authors: | Rochman, Fatur, Arifin, Rois, Hufron, M. |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
UNIVERSITAS ISLAM MALANG
, 2019
|
| Online Access: |
http://riset.unisma.ac.id/index.php/jrm/article/view/4095 http://riset.unisma.ac.id/index.php/jrm/article/view/4095/3899 |
Daftar Isi:
- ABSTRACTThis study aims to explain the problems that occur in Nissan Wahana Wirawan Malang car repair shop. This study used a population of 120 respondents and through Slovin calculations obtained a sample of 55 respondents of Nissan car service customers Wahana Wirawan who owned Nissan cars of all types produced in 2014 - 2017. This study used a purposive sampling method that has a reference criteria in sampling. The data sources in this study used primary data through questionnaires to customers of Nissan Wahana Wirawan Malang service cars and assisted with library studies. The method of data analysis in this study used the validity test, reliability test, normality test, heteroscedasticity test, multicollinearity test, t test, F test and multiple linear regression.The results of this study explain that prices have no significant effect on customer satisfaction, brand image has a significant effect on customer satisfaction, and also the location has a significant effect on customer satisfaction and service quality has no significant effect on customer satisfaction.Keywords: Price, Brand Image, Location, Service Quality, Customer Satisfaction