Sutanto, Henry Ardian (2019) CAR WASH COSTUMERS’ PERCEPTION ON THE SERVICE DIMINSIONS IN A CARWASH SERVICE. Other thesis, UNIKA SOEGIJAPRANATA SEMARANG.

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Abstract

This quantitative study aims to find out the service dimensions implemented in Yoyok carwash in Puri Anjasmoro Raya, Semarang. In order to get the data , a questioner constructed by Berndt (2009) is modified. There are 6 statements of empathy, 5 statements of assurance, 5 statements of reliability, 5 statements of tangibles and 4 statements of responsiveness. The questionnaire was distributed to 38 customers of Yoyok carwash. It is found out that the customers perceive the service dimension positively. It means that they are satisfied with the service given by Yoyok carwash, especially in empathy, assurance, reliability and tangibles as the mean is above 2.5. There is one service dimension which is less than 2.5, it means that they are not satisfied with responsiveness dimension although the mean is 2.42. Besides there are nine items out of 27 items that describe the service dimensions which has the mean less than 2.5. It means that they are not satisfied with these service dimensions.

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