International Academic Journal of Economics

  • ISSN 2454-2474

The Impact of Service Quality Dimensions on Customer Satisfaction: Workshop Insurance Partner in Padang City, Indonesia

Yeni Melia

Abstract: Workshop insurance partner move in the fields of services body repair the car of course should be able to win a competition more competitive. In high competition workshop not just rely on the product development services merely, but are required to establish good relationship with the customer insurance. In this research, used a technique of regression analysis worship of idols to test the influence of simultaneous used test f and to test the influence of partial used test 0.05 ton standard significance. The number of samples used to this analysis as much as 95 customers. The result showed that the coefficients determination that is visible on the value adjusted r square worth 0,715 which means that customer satisfaction can be explained by the fifth an independent variable in this research is a physical evidence, the reliability of, responsiveness, assurance and empathy. The remaining 28.5 % can be explained by the other variables outside the fifth variable used in this research for example of communication competent.

Keywords: Tangible, empathy, responsiveness, the reliability of, assurance, customer satisfaction.

Page: 77-87

Volume 1, Issue 1, 2014