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

Abstract

his 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