PENGARUH PERSEPSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN SERVICE DI DEALER NISSAN-DATSUN BANTUL YOGYAKARTA
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This study aims to describe the quality of service to customers at Dealer Nissan-Datsun Bantul Yogyakarta, who had done service at least 1 times in the last 6 months. This incident is a customer at Dealer Nissan-Datsun Bantul Yogyakarta. The number of samples is 100 respondents. Sampling method used in this research using purposive sampling method, as the data retrieval technique using questionnaire. The data were processed using an analysis of multiple linear regression results using IBM SPSS Statistics 16 software. The results of the analysis show that Tangible has a positive but not significant effect on customer satisfaction. Reliability has a positive and significant impact on customer satisfaction. Positive and significant responsiveness to customer satisfaction. Assurance is positive and significant to customer satisfaction. Empathy positive but not significant impact on customer satisfaction.