Analisis Service Quality Industri Jasa Otomotif pada Masa Pandemi Covid – 19
Abstract
Penelitian Analisis Service Quality Industri Jasa Otomotif bertujuan mengidentifikasi service quality industri jasa otomotif dan menganalisis pengaruh kualitas jasa terhadap kepuasan konsumen pada industri jasa otomotif di masa pandemi covid-19. Penelitian ini menggunakan lima variabel manifes yaitu accesibility, tangibility, responsivenes, competence dan reliability. Berdasarkan analisis deskriptif diperoleh bahwa implementasi lima variabel ini pada industri jasa otomotif di masa pandemi covid-19 telah terlaksana dengan baik. Hasil analisis regresi menunjukkan bahwa (1)Terdapat pengaruh yang signifikan antara accesibility terhadap service quality dengan nilai rhitung 0,691, dan nilai sig 0,000, (2) Terdapat pengaruh yang signifikan antara tangibility terhadap service quality dengan nilai rhitung 0,778 dan nilai sig 0,000, (3) Terdapat pengaruh yang signifikan antara responsiveness terhadap service quality dengan nilai rhitung 0,894 dan nilai sig 0,000, (4) Terdapat pengaruh yang signifikan antara competence terhadap service quality dengan nilai rhitung 0,854 dan nilai sig 0,000, (5)Terdapat pengaruh yang signifikan antara reliability terhadap service quality dengan nilai rhitung 0,747 dan nilai sig 0,000. Hasil uji regresi terkait analisis hubungan variabel service quality dengan variabel customer satisfaction maka dapat disimpulkan bahwa terdapat pengaruh yang signifikan antara service quality terhadap customer satisfaction dengan nilai rhitung 0,747 dan nilai sig 0,000
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