PENGARUH FASILITAS DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT HONDA ALEXSANDER BERSAUDARA DI KOTA BATAM

Abstract

The development of business ventures is increasingly marked by the increasing level competition between companies and the existence of business opportunities in motorcycle services  that  make  many  entrepreneurs  interested  in  opening  the  business.  The  purpose study was to determine the effect of facilities and services on customer satisfaction where the  independent  variable  is  Facility  and  Service,  affecting  customer  satisfaction  as  the dependent  variable.The  population  used  study  is  customer  service  service  customers  and the  purchase  of  PT  Honda  Alexsander  motorcycle  spare  parts  in  Batam,  sample  of  100 respondents  used  as  PT  Honda  Alexsander  customers  in  Batam.The  sampling  collection method  uses  the  Slovin  method  and  the  data  collection  technique  uses  a  questionnaire. This  type  of  research  is  quantitative  research.  Quantitative  analysis  includes  validity, reliability,  classic  assumption  test,  multiple  linear  analysis,  coefficient  of  determination (R2), f test and t test. Data from study were processed using SPSS version 20. The results study  are  that  the  facilities  partially  have  a  positive  and  significant  influence  on purchasing decisions, service has a positive and significant effect on purchasing decisions. While simultaneous results, facilities and services have a significant influence on customer satisfaction at PT Honda Alexsander in the city of Batam.