Pengaruh Disiplin dan Keramahan Teknisi terhadap Kepuasan Konsumen (Studi Kasus Astra Honda Motor Sriwijaya Mataram)
Downloads
How to Cite
Penelitian ini bertujuan menganalisis pengaruh disiplin dan keramahan teknisi terhadap kepuasan konsumen pada layanan servis motor di Astra Motor wilayah Mataram. Pendekatan kuantitatif digunakan dengan sampel 100 responden konsumen melalui kuesioner Likert skala 1-5. Analisis data dilakukan dengan regresi linier berganda menggunakan SPSS versi 25, setelah uji asumsi klasik (normalitas, multikolinearitas, heteroskedastisitas). Hasil menunjukkan bahwa disiplin teknisi (X1) berpengaruh positif dan signifikan terhadap kepuasan konsumen (Y) dengan koefisien β = 0.28 (t = 4.12, Sig. = 0.000), sementara keramahan teknisi (X2) memiliki pengaruh lebih kuat dengan β = 0.42 (t = 6.25, Sig. = 0.000). Secara keseluruhan, model regresi menjelaskan 65.2% variasi kepuasan (R² = 0.652), dengan F-hitung = 89.45 (Sig. = 0.000). Faktor lain seperti harga dan fasilitas masih memengaruhi sisanya.
The Effect of Technician Discipline and Friendlyness on Customer Satisfaction (Case Study of Astra Motor Honda Sriwijaya Mataram)
Abstract
This research aims to analyze the influence of technician discipline and friendliness on consumer satisfaction in motorcycle service at Astra Motor in the Mataram a region. A quantitative approach was employed with a sample of 100 consumer respondents via a Likert scale questionnaire (1-5). Data analysis was conducted using multiple linear regression in SPSS version 25, following classical assumption tests (normality, multicollinearity, heteroscedasticity). The results indicate that technician discipline (X1) has a positive and significant effect on consumer satisfaction (Y) with a coefficient β = 0.28 (t = 4.12, Sig. = 0.000), while technician friendliness (X2) exhibits a stronger influence with β = 0.42 (t = 6.25, Sig. = 0.000). Overall, the regression model explains 65.2% of the variation in satisfaction (R² = 0.652), with an F-statistic of 89.45 (Sig. = 0.000). Other factors such as price and facilities still influence the remainder.
Andari, M. P., & Mulyantomo, E. (2020). Pengaruh Kualitas Pelayanan, Fasilitas, Kepercayaan Dan Promosi Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Hotel Pandanaran Semarang). Solusi, 18(3), 77–88.
Annur, R. R., & Tanjung, Y. (2023). Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah di PT. Bank Sumut. Jurnal Bintang Manajemen, 1(1), 192–205.
Arianty, N., Andriany, D., & Jasin, H. (2019). Manajemen Pemasaran Edisi Revisi. Medan: Perdana.
Bagozzi, R. P., Rosa, J. A., Celly, K. S., & Coronel, F. (2018). Marketing-Management. Berlin: Walter de Gruyter.
Br Marbun, M., Ali, H., & Dwikoco, F. (2022). Pengaruh Promosi, Kualitas Pelayanan Dan Keputusan Pembelian Terhadap Pembelian Ulang (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(2), 716–727.
Budiasni, N. W. N., Ayuni, N. M. S., & Eliasih, D. K. (2021). Analisis Profitabilitas Lembaga Perkreditan Desa Berdasarkan Cash Turnover, Credit Turnover Dan Receivable Turnover. Jurnal Ilmiah Akuntansi dan Bisnis, 6(2), 53-62.
Dewi, M. S., Dewi, K. T. S., & Ferayani, M. D. (2021). Assessing the Ethical Behavior of Accounting Accounts Through the Application of the Tri Kaya Parisudha Philosophy on Equity Sensitivity and Ethical Sensitivity. International Journal of Social Science and Business, 5(3), 361-366.
Faslah, Roni dan Meghar Tremtari Savitri. (2013). Pengaruh Motivasi Kerja dan Disiplin Kerja terhadap Produktivitas Kerja pada Teknisi PT. Kabelindo Murni, Tbk. Jurnal Pendidikan Ekonomi dan Bisnis. 2 (1) : 40 – 53.
Hasibuan, Malayu. (2006). Manajemen Sumber Daya Manusia. Jakarta: Bumi Aksara. Hasibuan, Malayu S.P. 2006. Manajemen Dasar, Pengertian, dan Masalah Edisi Revisi. Jakarta: Bumi Aksara.
Intan, Novia. (2012). Uji Hipotesis. https://hmjepfeuns.wordpress.com/2012/06/ 26/uji- hipotesis/. Diakses pada tanggal 8 Agustus 2021.
Jayanti, K. N., & Dewi, K. T. S. (2021). Dampak Masa Kerja, Pengalaman Kerja, Kemampuan Kerja Terhadap Kinerja Teknisi. JEMBA: Jurnal Ekonomi Pembangunan, Manajemen dan bisnis, Akuntansi, 1(2), 75-84.
Kurniasih, Indah Dwi. (2012). Pengaruh harga dan kualitas pelayanan terhadap loyalitas pelanggan melalui variabel kepuasan (Studi pada Bengkel Ahass 0002-Astra Motor Siliwangi Semarang)." Jurnal Administrasi Bisnis 1.1 (2012): 37-45.
Manengal, Bruri, Johny AF Kalangi, and Aneke Y. Punuindoong. (2021). Pengaruh kualitas pelayanan terhadap kepuasaan pelanggan bengkel motor Ando Tombatu. Productivity 2.1: 42-46.
Minawati, Ketut Lilis. (2022). Pengaruh Pemberian Insentif, Disiplin Kerja, Dan Motivasi Kerja Terhadap Produktivitas Kerja Teknisi PT. Telkom Akses Area Singaraja." JNANA SATYA DHARMA 10.2.
Purnomo, Wirdha, and Dyah Riandadari. (2015). Analisa Kepuasan Pelanggan Terhadap Bengkel dengan Metode IPA (Importance Performance Analysis) di PT. Arina Parama Jaya Gresik. Jurnal Teknik Mesin 3.3: 54-63.
Siregar, Chamisa Sahara, and Yahya Tanjung. (2024). pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan konsumen dalam menggunakan jasa service mobil pada pt. Wahana trans lestari medan cabang nissan amir hamzah. jurnal widya 5.2: 2012-2025.
Copyright (c) 2025 Ni Luh Desi Wulandary, Edy Chandra
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Empiricism Journal agree to the following terms:
- For all articles published in Empiricism Journal, copyright is retained by the authors. Authors give permission to the publisher to announce the work with conditions. When the manuscript is accepted for publication, the authors agrees to implement a non-exclusive transfer of publishing rights to the journals.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
