ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS MODERN PLAJU PALEMBANG

The report titled “The Analysis of Service Quality on the Customer Satisfaction at Ahass Modern Plaju Workshop in Palembang”. The purpose of this report is to determine how much the level of customer statisfaction with the service Ahass Modren Plaju Palembang. This report was obtained by distributing questionnaires to 83 respondents Ahass Modern Plaju Palembang customers. Of the five dimensions of service quality, dimension of tangibles have a percentage of 63.2%, the dimensions of reliability has a percentage of 77.2%, the dimensions of responsiveness has a percentage of 75.8%, the dimensions of assurance have a percentage of 78.4% and dimensions of empathy) have a percentage of 77.6%. So, most dimension is the dimension of Assurance with the percentage of service quality performance by 78.4%. The percentage of customer satisfaction expected by customers is 73.54% and the percentage of service quality performance is 74.6%, this means the percentage of the performance of services is greater than the percentage of customer expectations