PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA BENGKEL HONDA PETIR UTAMA

Abstract

This study aims to determine how much the influence of service quality and  customer loyalty at workshop service Honda Petir Utama 116702, how much influence customer satisfaction of loyalty at workshop service Honda Petir Utama 116702, the influence of service quality and customer satisfaction of customer loyalty at workshop service Honda Petir Utama 116702. The independent variable in this study is service quality and customer satisfaction, the dependent variable in this study is customer loyalty. The method used uses a questionnaire distributed to 90 respondents of the user workshop service Honda Petir Utama 116702. The analytical tool used is the reliability and validity test, then analyzed using multiple linear regression with SPSS V.24 program in which the classical assumption test, multicoloniality test, heteroscedasticity tes, normality test, t-coun, F-count and determination coefficient test (R2).