PENGARUH KUALITAS PELAYANAN TERHADAP PENGEMBANGAN USAHA PADA BENGKEL HARAPAN MOTOR DI KABUPATEN ENREKANG
DOI:
https://doi.org/10.23969/jp.v11i02.49080Keywords:
Automotive workshop, business development, service qualityAbstract
This study discusses the effect of service quality on business development at Harapan Motor Workshop in Enrekang Regency. The study was conducted due to several service problems, such as limited customer facilities, unsystematic service queues, and ineffective communication with customers, which potentially hinder business growth. The purpose of this study was to determine the implementation of service quality and analyze its effect on business development. This study used a quantitative approach with descriptive and verificative methods. Data were collected through questionnaires distributed to 88 customers of Harapan Motor Workshop selected using accidental sampling techniques. Data analysis was carried out using validity tests, reliability tests, classical assumption tests, and simple linear regression analysis with the assistance of IBM SPSS 26. The results showed that service quality was categorized as good with an average percentage of 75%, where the assurance dimension obtained the highest score, while reliability and empathy still needed improvement. Business development was also categorized as good, indicated by improvements in service quality, customer growth, and workshop performance. The regression analysis showed that service quality had a positive and significant effect on business development with the regression equation Y = 7.386 + 0.642X. The coefficient of determination (R Square) value of 0.624 indicated that 62.4% of business development was influenced by service quality, while the remaining 37.6% was influenced by other factors outside this study. Therefore, improving service quality continuously is important to support sustainable business growth.
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