ANALISA TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS LAYANAN PENJUALAN SEPEDA MOTOR YAMAHA MATIC DI CV. SENTRAL MOTOR TARANDAM

Abstract

The importance role of the dealer for the people cause many stand businesses dealer  in Indonesia so also at Padang, one of them is a CV. Sentral Motor. With the number and kind of dealers at Padang create a competition between dealer is increasing rapidly. The destination of this research is to analyze factors which can be affected the quality of services provided by the company for satisfaction of customers. Process of research conducted by distributing questionnaires, As for the respondents in this research that the company's customers in the city of Padang . The method used in this study is SERVQUAL. Based on the results of research conducted, it can be concluded, the factors that affect the quality of services provided to the company's customer satisfaction as follows: The number of spare parts company provided modern equipment used by the company, physical facilities / showroom building as the reception area, television etc. Promise given by the employees of the company, handling customer complaints about services provided by employees of the company, providing clear information when doing service, employees provide fast service, safe and comfortable while doing the transaction, company employees who are experts in their field - each, employees are polite to customers / consumers, employees have the attitude and responsibility in doing the job.

Key words : consumer satisfaction, quality of service