UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Psikologi Industri dan Organisasi

ISSN 2301-7090

Vol. 1 / No. 2 / Published : 2012-06

Order : 5, and page :89 - 95

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Original Article :

Assessment of service quality by consumers repair shop the official honda motorcycles (ahass) ud. ramayana motor surabaya

Author :

  1. Ardiana Kurniasari*1
  2. Cholichul Hadi*2
  1. -
  2. -

Abstract :

This study aims to determine the best dimension in the assessment of service quality byconsumers repair shop the official honda motorcycles (AHASS) UD. Ramayana Motor Surabaya.Data collection tool using a questionnaire, a SERVQUAL scale consisting of 5 dimension, namely1) reliability, 2) responsiveness, 3) assurance, 4) emphaty, 5) tangibels. Reliability of this scale (r)is 0.613. Subject population of this study is the consumer AHASS UD. Ramayana Motor Surabayain May as many as 447 people. Study sample totaled 195 individuals (N = 195; male = 57.4%,female = 42.6%). Sampling technique used was nonprobability sampling. Analysis of the dataused in this study is the statistical description and SERVQUAL scores. The results of this studydata analysis known that the dimension of the best quality of service contained in the officialshop honda motorcycle (AHASS) UD. Ramayana Motor Surabaya according to the consumer isguaranteed.

Keyword :

SERVQUAL, reliability, responsiveness, assurance, empathy,


References :

Cole, Shu Tian,(0000) Service Quality Dimensions Affecting Nature Tourists Intentions to Revisit. Columbia : University of Missouri

Bayhaqi, Yuzza.,(2006) Analisis Pengaruh Kualitas Layanan, dan Keunggulan Produk Terhadap Kepuasan Pelanggan dan Dampaknya pada Minat Membeli (Studi Kasus: Pada Auto Bridal Semarang). Semarang : Universitas Diponegoro.

Azwar, Saifuddin,(2009) Reliabilitas dan Validitas Yogyakarta : Pustaka Pelajar

Akbar, Mohammad Muzahid dan Noorhan Parvez.,(2009) Impact of Service Quality, Trust, And Customer Satisfaction on Customer Loyalty - : ABAC Journal Vol. 29 No. 1. Pp. 24-38

Andhika, Visiawan,(2000) Analisis Yang Mempengaruhi Faktor-Faktor Kualitas Jasa Bengel Resmi Astra Honda (Studi Kasus AHASS Di Wilayah Karesidenan Kedu). Semarang : Universitas Diponegoro





Archive Article

Cover Media Content

Volume : 1 / No. : 2 / Pub. : 2012-08
  1. Boredom At Work Employees In Radio Sonora Surabaya
  2. Relationship Between Dual Role Conflict (work Family Conflict) And Employee Job Satisfaction In Production Section Pt.x
  3. The Effect Between Leader-member Exchange And Work-family Conflict To Organizational Citizenship Behavior
  4. The Effect Of Country Of Origin Reputation On Buyer Trust Of Changhong China Electronic Products
  5. Assessment Of Service Quality By Consumers Repair Shop The Official Honda Motorcycles (ahass) Ud. Ramayana Motor Surabaya
  6. The Impact Of Perceived Transformational Leadership On Radio Announcer’s Innovative Behavior
  7. Work Family Conflict And Coping Of Single Mothers
  8. Correlation Between Organizational Commitment And Readiness For Change Of Divisi Enterprise Service (des)’s Employee Telkom Ketintang Surabaya

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