GYMNASTIAR, BINTANG (2026) PENGARUH KEMAMPUAN, DAYA TANGGAP , DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA BENGKEL AHASS SURAMADU MOTOR. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research is based on a phenomenon at a workshop. According to the AHM Annual Report, 2019, the workshop often utilizes student interns as part of its efforts to develop human resources and operational efficiency. In addition, based on the author's survey results, there are three interns from vocational schools in the city of Surabaya who work at the Ahass Surmadau Motor workshop in the mechanics department. The internship program is a form of collaboration between Astra Honda Motor (AHM) and vocational education institutions or automotive polytechnics, which aims to provide opportunities for students to gain practical experience in the world of work, particularly in the maintenance and repair of Honda motorcycles. This study was conducted to determine the effect of capability, responsiveness, and price on customer satisfaction at the AHASS Surabaya Workshop. The method used in this study was associative research with a quantitative research approach. Associative research is a type of research that aims to determine the relationship between two or more variables. The population studied was consumers at the Ahass Surabaya Workshop. However, the actual number of consumers at the Ahass Surabaya Workshop is unknown. Based on the results of the Slovin formula calculation, the sample size was determined to be 385 respondents. The results showed that competence, responsiveness, and price simultaneously had a positive and significant effect on customer satisfaction at the AHASS Surabaya Workshop. The ability of technicians has a partial effect on customer satisfaction at the AHASS Surabaya workshop. Responsiveness has a partial effect on customer satisfaction at the AHASS Surabaya workshop. Price has a partial effect on customer satisfaction at the AHASS Surabaya workshop. Keywords: Ability, Responsiveness, Price, Customer Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||||||
| Depositing User: | Bintang Gymnastiar | ||||||||||||
| Date Deposited: | 12 Jan 2026 04:26 | ||||||||||||
| Last Modified: | 12 Jan 2026 04:26 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/48618 |
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