ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN SERVIS BENGKEL TOYOTA CV SUMBER HARAPAN DI KABUPATEN BERAU
Abstract
The purpose of this research is to know and describe clearly the level of customer satisfaction with the service service Toyota CV Sumber Harapan in Berau. In analyzing the data using analysis tools, among others: Validity and Reliability Test, and Weighted Factor Value Method. The results of this study conclude that the total value of the weighted factor for the level of customer satisfaction for the service of Toyota CV Sumber Harapan repair shop is 3.8 and is included in the criteria N> 3.Thus, the proposed research hypothesis is rejected, because it means that Toyota CV Sumber Hope has satisfied consumers.
The results of the respondent's assessment of the questionnaire regarding the level of customer satisfaction with Toyota CV Sumber Harapan repair shop services showed a positive response consisting of 65% of the statements "Very Satisfied" and "Satisfied". The negative responses given by the respondents consisted of "Not Satisfied" (31%) and "Not Satisfied" (4%), so that if the total negative responses were only 35%. With the negative response, the percentage of which is one-third of the number of respondents, provides a separate note for the Toyota CV Sumber Harapan workshop although it is satisfactory but not yet optimal in terms of providing car service services.
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