Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Retensi Pelanggan Bengkel Resmi Honda Surabaya

Sinambela, Ella Anastasya; Retnowati, Eli; Ernawati, Ernawati; Lestari, Utami Puji; Munir, Misbachul

doi:10.52310/jbhorizon.v5i1.73

Cited by 3 publications

(3 citation statements)

References 16 publications

(20 reference statements)

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“…There are five dimensions in company characteristic, which are service quality, trust, previous customer satisfaction, company reputation, and (Putri & Sukawati, 2019). In the aviation industry, service quality, trust, and company reputation are the main factors that affect customer satisfaction (Kualitas et al, 2022). However, other research shows that service quality and price also have a significant impact on customer satisfaction in the aviation industry (Suheri et al, 2022).…”

Section: Company Characteristicmentioning

confidence: 99%

Costumer Experience Analyzing the Comparison of Brand and Company Characteristics of Airlines Services

Setiawan¹

2023

IJSSHR

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Analyzing the comparison of brand and company characteristics of airlines services is important in the aviation industry. The purpose of this analysis is to determine if there is a significant difference in the quality of service among different airlines. The ANOVA (Analysis of Variance) method can be used to compare more than two groups of data and determine if the differences between the groups are significant or not. In this analysis, the measured variables can be the quality of service provided by airlines such as comfort, safety, speed, accuracy, and others. Data can be obtained from various sources such as surveys, personal experiences, and reviews from various media. Analyzing the comparison of brand and company characteristics of airlines services using the ANOVA method can provide valuable insights for airlines in improving the quality of service provided to customers. The analysis results can be used to identify the strengths and weaknesses of each airline, which can be used to improve the quality of service and create a better experience for customers. The ANOVA method can provide useful information in comparing the quality of service among airlines. However, it is important to note that the analysis results are not always 100% accurate and need to be interpreted carefully. Analyzing the comparison of brand and company characteristics of airlines services using the ANOVA method can provide significant benefits for airlines in improving the quality of service and maintaining customer satisfaction. The conclusion of this analysis is that brand and company characteristics have a significant influence in providing services in airlines. Therefore, companies must pay attention to both brand and company characteristics in providing services to customers to improve the customer experience and increase customer satisfaction.

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Section: Company Characteristicmentioning

confidence: 99%

Costumer Experience Analyzing the Comparison of Brand and Company Characteristics of Airlines Services

Setiawan¹

2023

IJSSHR

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“…According to (Sinambela, et, al., 2022), service quality is an effort to fulfill consumer needs and desires as well as delivery accuracy in balancing consumer expectations. According to (Indrawan, et, al., 2022) said that "service quality is the overall characteristics and properties of a product or service that affect its ability to satisfy stated or implied needs".…”

Section: Service Qualitymentioning

confidence: 99%

Research of Customer Behavior Variables' Effects on Customer Loyalty: Case Study in Coffee Shop

Suryadi

2023

JMOI

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Coffee is enjoyed by many groups, one of the attractions for coffee connoisseurs is the brand of the coffee itself. However, there are many factors that cause coffee connoisseurs to visit a coffee shop, this causes business people to set strategies to attract customers, especially to make customers loyal. The purpose of this study is to test and analyze whether green marketing, brand image, store atmosphere, and service quality simultaneously have a positive and significant effect on customer loyalty. Judging from the existing goals, the researcher used an associative research type with a quantitative approach, with a sample of 100 people. The technique used is accidental sampling, using a linear regression test. The results of this study stated that green marketing, brand image, store atmosphere and service quality simultaneously proved to have a positive and significant effect on customer loyalty at Starbucks Coffee Shop Bojongsari.

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“…Dalam menjalankan operasionalnya, bengkel sepeda sering menghadapi tantangan dalam memberikan pelayanan yang efektif dan efisien kepada pelanggan. Bagi perusahaan jasa salah satu cara untuk mengungguli persaingan yang ada dapat dilakukan dengan mempertahankan pelanggan yang telah dimiliki (Sinambela, Retnowati, Ernawati, Lestari, & Munir, 2022). Salah satu cara untuk mempertahankan pelanggan adalah dengan memberikan layanan yang baik.…”

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Aplikasi Mobile Android Layanan Bengkel Sepeda Mas Ung Home Bike Workshop

Muriyatmoko,

Sempana Hidayat,

Harmini

2024

TIKA

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Bengkel sepeda adalah tempat penting bagi pengguna sepeda untuk perawatan dan perbaikan. Namun, bengkel sering menghadapi tantangan dalam memberikan pelayanan yang efektif dan efisien, seperti pengelolaan data pelanggan, manajemen pengerjaan, perbaikan, pembukuan, dan penjualan produk. Penelitian ini berfokus pada pengembangan sistem informasi berbasis Android di Mas Ung Home Bike Workshop, sebuah bengkel sepeda di Cikarang, Jawa Barat. Berdasarkan wawancara dengan pemilik bengkel, ditemukan beberapa kendala dengan aplikasi yang digunakan saat ini, seperti kompleksitas pengoperasian aplikasi yang digunakan sebelumnya, kurangnya fitur dokumentasi berupa foto dan video sebelum dan sesudah perbaikan, dan kebutuhan faktur yang berisikan nomor rekening bengkel. Penelitian ini menggunakan model pengembangan perangkat lunak waterfall, yang mencakup analisis kebutuhan, desain sistem dan perangkat lunak, implementasi dan pengujian unit, integrasi dan pengujian sistem, serta operasi dan pemeliharaan. Hasil penelitian ini berupa aplikasi layanan bengkel sepeda berbasis android dengan fitur layanan berupa pencatatan transaksi, laporan perbaikan berupa foto dan video, laporan transaksi dan cetak invoice atau faktur dengan informasi nomor dan nama pemilik rekening bengkel. Dengan adanya sistem informasi yang terintegrasi, diharapkan dapat membantu meningkatkan pelayanan bengkel sepeda Mas Ung.

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Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Retensi Pelanggan Bengkel Resmi Honda Surabaya

Cited by 3 publications

References 16 publications

Costumer Experience Analyzing the Comparison of Brand and Company Characteristics of Airlines Services

Costumer Experience Analyzing the Comparison of Brand and Company Characteristics of Airlines Services

Research of Customer Behavior Variables' Effects on Customer Loyalty: Case Study in Coffee Shop

Aplikasi Mobile Android Layanan Bengkel Sepeda Mas Ung Home Bike Workshop

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