Pengaruh interaction quality, physical environment, outcome quality terhadap trust dan pengaruh interaction quality, physical environment, outcome quality, trust terhadap intention to recommendation pada pengguna jasa layanan service motor honda ahass di Siwalankerto

Kartono, Jun Fullyantoro (2018) Pengaruh interaction quality, physical environment, outcome quality terhadap trust dan pengaruh interaction quality, physical environment, outcome quality, trust terhadap intention to recommendation pada pengguna jasa layanan service motor honda ahass di Siwalankerto. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Pada pasar global terdapat dua pemegang perang penting yaitu produsen dan konsumen. Konsumen memiliki peran penting dalam pemenuhan kebutuhannya yaitu konsumen membeli suatu produk setelah ada penetapan harga yang tepat dan sesuai dari produsen (Purwati dkk, 2012: 261). Produsen saling support dengan konsumen, hubungannya adalah tidak secara vertikal, tetapi lebih kea arah horizontal. Produsen tidak hanya menjual produk tetapi bagaimana membuat produk tersebut dapat sesuai dan memuaskan konsumen sehingga membuat konsumen menjadi loyal dan kembali membeli produk itu (Suswardji dkk, 2012: 1055). Penelitian ini meneliti tentang elemen-elemen Trust dan Intention to Recommendation, yaitu Interaction Quality, Physical Environment,Outcome Quality, terhadap Trust dan Interaction Quality, Physical Environment,Outcome Quality, Trust terhadap Intention to Recommendation pada jasa layanan service Honda AHASS di Siwalankerto . Responden dalam penelitian ini adalah pelanggan-pelanggan yang telah atau pernah menggunakan jasa layanan service Honda AHASS di siwalankerto. Sebanyak 125 responden dan respondennya terdiri dari laki-laki dan perempuan dengan rentang umur 17-50 tahun. Untuk pengolahan data dalam penelitian ini menggunakan SPSS sebagai software untuk mengolah data. Hasil analisi menunjukkan bahwa Statistical peoduct and service solutions (SPSS) dengan software 22.0 sebagai software untuk mengolah data. Temuan empiris tersebut mengindikasikan bahwa hubungan Interaction Quality memiliki pengaruh terhadap Trust dengan koefisien regresi sebesar 0,184. Physical Environment memiliki pengaruh terhadap Trust dengan koefisien regresi sebesar 0,035. Outcome Quality memiliki pengaruh terhadap Trust dengan koefisien regresi sebesar 0,654. Interaction Quality memiliki pengaruh terhadap Intention to Recommendation dengan nilai koefisien regresi sebesar 0,024. Physical Environment memiliki pengaruh terhadap Intention to Recommendation dengan nilai koefisien regresi sebesar 0,212. Outcome Quality memiliki pengaruh terhadap Intention to Recommendation dengan nilai koefisien regresi sebesar 0,103. Trust memiliki pengaruh terhadap Intention to Recommendation dengan nilai koefisien regresi sebesar 0,550 / In the global market there are two important war holders, namely producers and consumers. Consumers have an important role in the fulfillment of the needs of consumers buy a product after there is appropriate and appropriate price determination of the manufacturer (Purwati et al, 2012: 261). Manufacturers support each other with consumers, the relationship is not vertical, but more horizontal. Manufacturers not only sell products but how to make these products can match and satisfy consumers so that consumers become loyal and re-buy the product (Suswardji et al, 2012: 1055). This study examines the elements of Trust and Intention to Recommendation, Variable Interaction Quality, Physical Environment, Outcome Quality, to Trust and Interaction Quality, Physical Environment, Outcome Quality, Trust to Intention to Recommendation on Honda AHASS service service at Siwalankerto. Respondents in this study were customers who had or had used Honda AHASS service services at siwalankerto. A total of 125 respondents and respondents consisted of men and women aged 17-50 years. For processing data in this study using SPSS as a software for processing data. The results of the analysis show that Statistical Peoduct and Service Solutions (SPSS) with software 22.0 as software for processing data. These empirical findings indicate that the Interaction Quality relationship has an influence on Trust with a regression coefficient of 0.184. Physical Environment has an influence on Trust with regression coefficient of 0.035. Outcome Quality has an influence on Trust with a regression coefficient of 0.654. Interaction Quality has an influence on Intention to Recommendation with regression coefficient value of 0,024. Physical Environment has an influence on Intention to Recommendation with regression coefficient value of 0.212. Outcome Quality has an influence on Intention to Recommendation with regression coefficient value of 0.103. Trust has an influence on Intention to Recommendation with regression coefficient value of 0,550

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