The Relationship Between Service Quality and Customer Satisfaction at the Nasmoco Solo Baru Dealer Workshop

Abstract

This study aims to determine the relationship between service quality and customer satisfaction in two types of service at the official Toyota Nasmoco Solo Baru workshop, namely first service and periodic service. Service quality is a key factor in creating customer satisfaction and maintaining consumer loyalty. This research employed a quantitative correlational method with data collected through questionnaires distributed via Google Form to 100 respondents. The sample was proportionally divided into 30 first service respondents and 70 periodic service respondents using a non-probability sampling technique with a quota sampling approach. The collected data were analyzed using IBM SPSS Statistics 24. The results showed a significant relationship between service quality and customer satisfaction in both service types. In the first service group, Fisher’s Exact test produced a significance value of 0.049, while in the periodic service group, the Chi-Square test showed a significance value of 0.000, indicating a highly significant relationship. The empathy dimension emerged as the dominant factor in customers’ perceptions of the service provided, both among first service and periodic service customers.