EFFECT OF CORE SERVICES , MECHANICAL SERVICES , SERVICES PERIPHERALS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN AC AUTO REPAIR SPECIALIST PROTECH SEMARANG

Abstract

This research aims to determine whether the presence or absence of the effect of Core Services, Mechanical Services and Peripherals Services Satisfaction and loyalty in Protech Auto Ac Repair Specialist Semarang. The methode in this study is to collect data kuisioner.Sampel in this study were 60 responden.Teknik data analysis used is multiple linear regression.
The data analysis technique used to test this hypothesis is multiple linear regression analysis that includes Regression Testing, Test F, T test and Coefficient of Determination. All data were processed using SPSS 20.0 program were first tested using Classical Assumption Test covering Normality Test and Test Heteroskidastity
Results Test F shows that the Service Core Services Mechanical and Services Peripherals for Consumer Satisfaction and Loyalty Consumers Workshop Protech Auto Air Conditioning Specialist significant since F count> F table (59 415> 2.77), while from the calculation of T test each independent variable shows the core services, Mechanical Services, Services and Peripherals significant influence.
Keywords : core services, mechanical services, peripherals and services for consumer satisfaction and customer loyalty