Skip to main navigation menu Skip to main content Skip to site footer
Academia Open

Business and Economics

Vol 9 No 2 (2024): December

Enhancing Customer Satisfaction in Automotive Service Centers: A Quantitative Analysis
Meningkatkan Kepuasan Pelanggan di Pusat Layanan Otomotif: Analisis Kuantitatif" (In Bahasa Indonesia)



(*) Corresponding Author
DOI
https://doi.org/10.21070/acopen.9.2024.5482
Published
September 28, 2023

Abstract

This quantitative research study aims to elucidate the impact of individual skills, facilities, and customer relationship management on customer satisfaction within the context of automotive service centers. The study, conducted with a sample of 100 Honda customers, employed cluster random sampling and Likert scale surveys. The findings reveal that individual skills significantly and positively influence customer satisfaction (p < 0.05, t = 7.119), as do facility-related factors (p < 0.05, t = 3.204). However, customer relationship management, when considered individually, does not exhibit a significant impact (p > 0.05, t = 0.311). Notably, when analyzed collectively, these variables demonstrate a substantial and positive effect on customer satisfaction (p < 0.05). These results underscore the importance of individual skills and service facilities in bolstering customer satisfaction in the automotive service industry, while suggesting potential areas for improvement in customer relationship management practices. This research holds implications for service providers seeking to enhance customer satisfaction and loyalty.

Highlight:

  • Individual skills and service facilities have a significant positive impact on customer satisfaction in automotive service centers.
  • Customer relationship management, while not individually significant, contributes positively when considered collectively with other factors.
  • This research offers valuable insights for service providers looking to improve customer satisfaction and loyalty in the automotive service industry.

Keywords: Automotive Service Centers, Customer Satisfaction, Individual Skills, Facilities, Customer Relationship Management

References

  1. S. Sedarmayanti, "Sumber Daya Manusia dan Produktivitas Kerja," CV.Mandar Maju, Bandung, 2018.
  2. P. Kotler, "Manajemen Pemasaran di Indonesia: Analisis, perencanaan, implementasi dan pengendalian," Salemba Empat, Jakarta, 2018.
  3. S. Wahyudi, "Entrepreneurial Branding and Selling. Roadmap Menjadi Entrepreneur Sejati," Graha Ilmu, Jakarta, 2016.
  4. "Sejarah Berdirinya AHASS Sukma Motor," AHASS Sukma Motor, Sidoarjo, 2022.
  5. S. Sugiyono, "Metode Penelitian Manajemen," Alfabeta, Bandung, 2017.
  6. S. Sugiyono, "Metode Penelitian Manajemen," Alfabeta, Bandung, 2017.
  7. S. Arikunto, "Prosedur Penelitian Suatu Pendekatan Praktik. Edisi Revisi VI," PT. Rineka Cipta, Jakarta, 2016.
  8. S. Sugiyono, "Metode Penelitian Manajemen," Alfabeta, Bandung, 2017
  9. S. Sugiono, "Metode Penelitian Manajemen," Alfabeta, Bandung, 2017.
  10. N.S. Sukmadinata, "Metode Penelitian Pendidikan," PT. Remaja Rosdakarya, Bandung, 2015.
  11. S. Hadi, "Metodologi Riset," Pustaka Pelajar, Yogyakarta, 2015.
  12. D. Sunyoto, "Metodologi Penelitian Akuntansi," PT. Refika Aditama, Bandung, 2016.
  13. Famella, S. W. L. H. Setyanti, and A. Mufidah, "Pengaruh Keterampilan Kerja, Pengalaman Kerja, dan Sikap Kerja Terhadap Kinerja Karyawan Pada Perusahaan Rokok Gagak Hitam Kabupaten Bondowoso," Artikel ilmiah mahasiswa Universitas Jember (UNEJ) Fakultas Ekonomi, 2015.
  14. F. Tjiptono, "Service Quality and Satisfaction," Andi, Yogyakarta, 2016.
  15. B. Y. Setyaleksana, "Pengaruh Customer Relationship Management (CRM) terhadap Kepuasan dan Loyalitas Pelanggan (Survei pada Pelanggan GraPARI Telkomsel di Kota Malang)," Jurnal Administrasi Bisnis (JAB) Vol. 46 No.1 Mei 2017.

Downloads

Download data is not yet available.