PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN PENGUJIAN KENDARAAN BERMOTOR DI DINAS PERHUBUNGAN KAB. BLITAR

Abstract

Abstract. Motor vehicle testing is an important thing to test the roadworthiness of a
goods vehicle or person with certain provisions. This study discusses the quality of
service and customer value on customer satisfaction by using motor vehicle testing
services at the District Transportation Office. Blitar. The population of this study
was taken from the test applicants and the samples used in this study were 73
respondents. The sampling technique used is probability sampling with the type of
sampling that is Simple Random Sampling. The analytical method used in this study
is using multiple linear regression with the help of the Statistical Package for Social
Sciences (SPSS). The results of the Hypothesis Test indicate that service quality and
customer value have a significant positive effect on customer satisfaction