The Effect of Service Quality on Customer Satisfaction at Masagung Workshop During a Pandemic Covid 19

Abstract

In the management of services during the COVID-19 pandemic, there are various kinds of assessments from service users about the Masagung Auto Body Repair workshop. The problem of service that does not satisfy customers is a separate lesson for Masagung's workshop in making considerations to evaluate the company's performance, in order to avoid a decrease in consumer interest in the future. This study aims to determine how far the level of service quality that has been provided by Masagung to customers when viewed from the dimensions of service quality by using a quantitative approach to the associative method. The results of this study are based on partial tests and simple linear regression, in data processing using a Likert scale and also using a scatterplot. The data studied are the results of the answers of respondents who make vehicle repairs at Masagung Workshop. The sample used is the consumers who come to visit Masagung Workshop to do car repairs. The conclusion in this study is that service quality has a significant effect on customer satisfaction, this can be seen in the t test where t count is 3.452 > t table value is 1.987 with a significant 0.001 and a coefficient value of 0.131. This shows that the quality of service provided by the Masagung workshop is a factor that greatly influences the satisfaction of customers who come to the Masagung workshop.

The Effect of Service Quality and Price on Customer Satisfaction

“…A successful company is a company that focuses on its customers, and makes the customers as its loyal customer (Mutaqien & Prabandari, 2013), service quality is the whole customers' attitude towards a service, which is formed by a series of both successful and not successful service experiences (Susanti & Juliani, 2021). High service quality can be achieved by identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suciptawati et al, 2019), Service quality is an abstract conception and is like to be understood because the quality of service has intangible characteristics (intangibility), varied (variability), nondurable (perishability), and production and consumption of services occur simultaneously (inseparability) (Putra & Amrial, 2021), the results showed that the quality of service has a positive and significant influence on customer satisfaction, this is in line with the research of (Maharsi et al, 2021), (Utomo et al, 2022) that customer satisfaction is influenced by the high or low quality of service. Services are well able to determine the satisfaction of consumers is the quality of services (Mahsyar & Surapati, 2020).…”

Kualitas Layanan dan Harga terhadap Kepuasan Pelanggan: Studi Empiris pada Minuman dan Makanan

“…Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. Hal ini sejalan dengan penelitian (Maharsi, Njotoprajitno, Hadianto & Wiraatmaja, 2021) dan (Utomo, Krisnanti, Zaman, Hendriawan & Manan, 2022) bahwa kepuasan konsumen dipengaruhi oleh tingkat kualitas pelayanan. Pelayanan yang baik mampu menentukan kepuasan pelanggan yaitu kualitas pelayanan (Purnomo, 2022).…”