Pengaruh Kualitas Pelayanan Reparasi Ac Terhadap Kepuasan Pelanggan Di Pt.Frigia Airconditioning Cabang Soekarno Hatta Bandung Tahun 2019

Abstract

ABSTRAK Seiring perkembangan zaman yang semakin modern kebutuhan masyarakat akan transportasi semakin meningkat salah satunya transportasi mobil, namun mobil juga merupakan kendaraan yang membutuhukan perawatan secara berkala baik service maupun suku cadangnya, contohnya seperti service AC pada kendaraan mobil baik bus dan mini bus. Salah satu perusahaan yang memberikan layanan reparasi AC yang ada di kota Bandung cabang Soekarno Hatta adalah PT. Frigia Airconditioning. PT. Frigia Airconditioning hadir memberikan layanan reparasi AC atau service AC merk denso untuk kendaraan mobil. PT Frigia Airconditioning memberikan perawatan berkala dan kerusakan AC pada kendaraan mobil tersebut, lalu juga memberikan layanan kepada pelanggan dengan tujuan memberikan kepuasan yang mengutamakan kualitas baik dalam instalasi dan reparasi atau perbaikan AC.Tujuan penelitian ini adalah untuk mengetahui bagaimana pengaruh kualitas pelayanan yang terdiri dari tangible, empathy, reliability, responsiviness, assurance terhadap kepuasan pelanggan, dan aspek apa saja yang menjadi perbaikan untuk meningkatkan kualitas pelayanan jasa AC di PT.Frigia Airconditioning cabang Soekarno Hatta Bandung.Berdasarkan hasil pengolahan data kualitas pelayanan reparasi AC memperoleh persentase sebesar 76% termasuk dalam kategori baik. Persentase tertinggi berada pada dimensi reliability yang mendapatkan hasil yang sama sebesar 79,12% yang menunjukkan bahwa kualitas pelayanan reparasi AC dinilai baik oleh pelanggan. Sedangkan variabel Kepuasan Pelanggan berada dalam kategori baik dengan persentase 77,60%. Sedangkan berdasarkan hasil uji hipotesis pengaruh variabel kualitas pelayanan terhadap variabel kepuasan pelanggan terbukti memiliki pengaruh positif yang signifikan sebesar 30,3%. Berdasarkan hasil penelitian penulis menyarankan kepada perusahaan PT.Frigia Airconditioning cabang Soekarno Hatta Bandung agar terus meningkatkan kualitas pelayanan khususnya dalam hal empati, sehingga dapat lebih meningkatkan kepuasan pelanggan. Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan.
ABSTRACT
Along with the development of the times, the need for increasingly modern transportation will increase, one of which is car transportation, but the car is also a vehicle that needs regular maintenance, both service and spare parts, for example such as AC service on vehicles both buses and mini buses. One company that provides ac repair services in the Soekarno Hatta branch of Bandung city is PT. Frigia Airconditioning. PT. Frigia Airconditioning provides AC repair services or Denso brand air conditioner service for car vehicles. PT Frigia Airconditioning provides regular maintenance and AC damage to the car vehicle, then also provide services to customers with the aim of providing satisfaction that prioritizes quality both in the installation and repair of air conditioners.The purpose of this study is to find out how the influence of service quality consisting of tangible, empathy, reliability, responsiviness, assurance, to customer satisfaction, and what aspects are improvements to improve the quality of ac services at PT. Frigia Airconditioning branch of Soekarno Hatta Bandung. Based on the results of data processing, AC repair service quality obtained a percentage of 76% included in the good category. The highest percentage is in the reliability dimension which gets the same result of 79.12% which indicates that the quality of AC repair services is considered good by the customer. While the customer satisfaction variables are in the good category with a percentage of 77.60%. While based on the results of hypothesis testing the influence of variable service quality on customer satisfaction proved to have a significant positive
ISSN : 2442-5826 e-Proceeding of Applied Science : Vol.5, No.2 Agustus 2019 | Page 755
influence on customer satisfaction. Based on the results of the study the authors suggested to the company PT.Frigia Airconditioning branch of Soekarno Hatta Bandung to continue to improve the quality of its excellent service in terms of empathy, so that it can further enhance customer satisfaction. Keywords: Service Quality, Customer Satisfaction.