Setiawan, Doedy (2016) PENGARUH KUALITAS PELAYANAN, HARGA DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL MOBIL HARAPAN TEGUH JAYA DI KOTA TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This study aims to whether there is a positive influence of service quality, price and customer value to customer satisfaction at Harapan teguh Jaya car repair shop in the city of Tangerang. Variables used in this research is variable service quality, price and customer value as independent variables, customer satisfaction as dependent variables. this study uses a quantitative method by using descriptive and causal design. Data from all four variables were analyzed using SPSS version 20. The samples used in this study were 96 respondents. The result showed that service quality positive and significant influence to customer satisfaction at Harapan Teguh Jaya car repair shop in the city of Tangerang. This is evident from the results of the t test values obtained t hitung > t tabel (2,838 > 1,6612) and sig. < 0,05 (0,006 < 0,05) then H 1 accepted. Price positive and significant influence to customer satisfaction at Harapan Teguh Jaya car repair shop in the city of Tangerang. This is evident from the results of the t test values obtained t hitung > t tabel (4,085 > 1,6612) and sig. < 0,05 (0,000 < 0,05) then H 2 accepted. Customer value positive and significant influence to customer satisfaction at Harapan Teguh Jaya car repair shop in the city of Tangerang. This is evident from the results of the t test values obtained (4,317 > 1,6612) and sig. < 0,05 (0,000 < 0,05) then H 3 accepted. Keywords : Service Quality, Price, Customer Value and Customer Satisfaction

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