PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA
The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth s...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Institut Teknologi dan Bisnis Asia Malang
2020-08-01
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| Series: | Jurnal Ilmiah Bisnis dan Ekonomi Asia |
| Subjects: | |
| Online Access: | https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/201 |
| _version_ | 1797772619273994240 |
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| author | Prita Patricia Luvian Krisantono Stephen Junadi Darmawan Sutrisno Salim |
| author_facet | Prita Patricia Luvian Krisantono Stephen Junadi Darmawan Sutrisno Salim |
| author_sort | Prita Patricia |
| collection | DOAJ |
| description |
The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth specifically in the car wash industry. The data is collected by using questionnaires as the survey method which analysed using Multiple Regression Analysis. The survey result shows that there are influence service quality, which are assurance, product portfolio, convenience, perceived service fairness, and reliability. The five dimensions also show the positive relation with customer service satisfaction, so does customer service satisfaction and trust to word of mouth. Based on the result of this research, gaining positive customer satisfaction and word of mouth in the car wash industry imply the need in focusing on improving service in matters concerning assurance product portfolio and convenience. This research shows that the assurance dimension has the most significant influence on customer satisfaction and the trust dimension has the most significant impact on word of mouth in the car wash industry in DKI Jakarta.
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| first_indexed | 2024-03-12T21:54:33Z |
| format | Article |
| id | doaj.art-d7306ce461f84801a427b6dd17f7ba22 |
| institution | Directory Open Access Journal |
| issn | 0126-1258 2620-875X |
| language | English |
| last_indexed | 2024-03-12T21:54:33Z |
| publishDate | 2020-08-01 |
| publisher | Institut Teknologi dan Bisnis Asia Malang |
| record_format | Article |
| series | Jurnal Ilmiah Bisnis dan Ekonomi Asia |
| spelling | doaj.art-d7306ce461f84801a427b6dd17f7ba222023-07-25T21:48:13ZengInstitut Teknologi dan Bisnis Asia MalangJurnal Ilmiah Bisnis dan Ekonomi Asia0126-12582620-875X2020-08-0114210.32812/jibeka.v14i2.201PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTAPrita Patricia0Luvian Krisantono1Stephen Junadi Darmawan2Sutrisno Salim3Universitas Prasetiya MulyaUniversitas Prasetiya MulyaUniversitas Prasetiya MulyaUniversitas Prasetiya Mulya The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth specifically in the car wash industry. The data is collected by using questionnaires as the survey method which analysed using Multiple Regression Analysis. The survey result shows that there are influence service quality, which are assurance, product portfolio, convenience, perceived service fairness, and reliability. The five dimensions also show the positive relation with customer service satisfaction, so does customer service satisfaction and trust to word of mouth. Based on the result of this research, gaining positive customer satisfaction and word of mouth in the car wash industry imply the need in focusing on improving service in matters concerning assurance product portfolio and convenience. This research shows that the assurance dimension has the most significant influence on customer satisfaction and the trust dimension has the most significant impact on word of mouth in the car wash industry in DKI Jakarta. https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/201service qualitycustomer service satisfactiontrustword of mouthcar wash service |
| spellingShingle | Prita Patricia Luvian Krisantono Stephen Junadi Darmawan Sutrisno Salim PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA Jurnal Ilmiah Bisnis dan Ekonomi Asia service quality customer service satisfaction trust word of mouth car wash service |
| title | PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA |
| title_full | PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA |
| title_fullStr | PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA |
| title_full_unstemmed | PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA |
| title_short | PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA |
| title_sort | pengaruh service quality pada jasa cuci mobil dki jakarta |
| topic | service quality customer service satisfaction trust word of mouth car wash service |
| url | https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/201 |
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