ANALISIS PERBEDAAN KEPUASAN PELANGGAN DEALER TOYOTA DENGAN DEALER DAIHATSU DI YOGYAKARTA DITINJAU DARI KUALITAS PELAYANAN
ABSTRACT: This study
aims to analyze
the differences in
customer satisfaction Daihatsu dealer and Toyota dealer in Yogyakarta
seen from tangible dimensions
of service quality,
tangible, reliability, responsiveness,
assurance, and empathy. Object of this study is the Toyota dealer
customers with Daihatsu
in Yogyakarta, with a
sample of 30
customers of Toyota
and 30 customers
Daihatsu. Data analysis techniques
using test samples
by Levene's homogeneity test and
the test of significance of difference between two independent
sample groups with
independent sample t-test. The
results of the
test sample homogeneity
(Levene's test) for
all hypotheses indicate that
the variance between
the study sample was
homogeneous, shown with
p values >
0.05. The results
of hypothesis testing with
independent sample t-test
showed that (1) there
is no significant
difference between Daihatsu
and Toyota customer satisfaction
in terms of the
dimensions of tangibles, responsiveness, assurance, and
empathy indicated by the p values >
0,05. (2) there
is a significant
difference between customer satisfaction Daihatsu
and Toyota dealers
in terms of the
dimensions of reliability, indicated by p value 0.015 < 0.05.
Keywords: tangible,
reliability, responsiveness, assurance, emphaty, customer satisfaction
Penulis: Surya Dewi
Sulistyowati, Ernawati
Kode Jurnal: jpmanajemendd120304
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