ANALISIS PENGARUH FASILITAS, KUALITAS
PELAYANAN DAN KEPUASAN PELANGGAN
TERHADAP MINAT MEREFERENSIKAN
(Studi Kasus Pada Konsumen Jasa Pelayanan Cuci Sepeda
Motor dan Mobil Star Clean di Semarang)
This study aimed to analyze the influence of facilities, service quality, and
customer satisfaction for Star Clean Car Wash. This study, uses three independent
variables, facilities, service quality, and customer satisfactiondan and the
dependent variable is word of mouth.variables that using in this study are
expected to know about how the process is happening and what factors that create
word of mouth on Star Clean car wash.
This sample, are owners of consumer Star Clean car wash in Semarang.
Sample taken with a probability sampling, technique data analysis method is
quantitative analysis, the reliability and validity tests, the classical aberration
test, t test dan F test, determination coefficient and multiple linear regression
analysis.
Based on data analysis, indicate that variable facilities has a positive and
the biggest influence on word of mouth Star Clean, and the customer satisfaction
also has a positive influence on word of mouth Star Clean and the service quality
also has a positive influence on word of mouth Star Clean and the Statisfication
variable has the least positive influence on word of mouth of Star Clean