Syahputra, Denny (2026) Pengaruh Service Quality, Customer Experience, Dan Brand Image Terhadap Customer Satisfaction Baita Car Wash Di Kota Gresik. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Competition in the vehicle washing service industry in Gresik City requires every business actor to continuously improve service quality and deliver the best possible experience for customers. Baita Car Wash, as one of the vehicle washing service providers, strives to maintain customer trust by enhancing service quality, creating a pleasant customer experience, and building a positive brand image. Based on this rationale, this study was conducted to examine the influence of Service Quality, Customer Experience, and Brand Image on Customer Satisfaction at Baita Car Wash in Gresik City. This research employs a quantitative approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) analysis through SmartPLS 4 software. The research data were collected by distributing questionnaires to 140 respondents who are customers of Baita Car Wash. The sample was determined using a non-probability sampling method with an accidental sampling technique, namely selecting respondents encountered by chance during the research process who were considered relevant and met the criteria as data sources. The results show that Service Quality, Customer Experience, and Brand Image have a positive and significant effect on Customer Satisfaction. Fast and consistent service, a clean and comfortable environment, and a strong brand image are proven to enhance customer satisfaction. Therefore, these three variables play an important role in shaping customer satisfaction levels and supporting the success of Baita Car Wash in maintaining customer loyalty amid increasingly competitive business conditions.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economics H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | Denny Syahputra | ||||||||
| Date Deposited: | 26 Jan 2026 03:45 | ||||||||
| Last Modified: | 26 Jan 2026 03:45 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/48678 |
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