Pengaruh Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Pengambilan Keputusan Menggunakan jasa di PT. Radja Auto Mobil

Abstract

This study aims to determine: (1) the effect of service quality on decision making using services at PT. Radja Auto Mobil (2) the effect of consumer confidence on decision making using services at PT. Radja. The research sample is consumers in PT. Radja Auto Mobil, amounting to 88 respondents. The results showed that there was a positive and significant influence on the quality of service decision making using services at PT. Radja Auto Mobil, this was evidenced from the value of t count> t table (4.352> 1.988), the significance was less than 0.05 (0.000 <0 , 05). For consumer confidence variables indicate that there is a positive and insignificant influence of consumer confidence in decision making using services at PT. Radja Auto Mobil, this is evidenced a level greater than 0.05 (0.015 <0.05). Based on the results of this study, the R2 test results in this study obtained a value, 598 The figure shows that at 59.8%. Decision making (dependent variable) can be explained by variables of service quality and consumer confidence. The remaining 40.2% is influenced by other factors not explained in this study.