KUALITAS LAYANAN DAN RETENSI PELANGGAN BERDASARKAN GOOGLE REVIEW PADA BENGKEL YAMAHA SURYA PUTRA
Published 2026-01-02
Keywords
- service quality,
- customer retention,
- Google Review,
- Yamaha workshop
How to Cite
Abstract
This study aims to analyze service quality and customer retention based on Google Reviews at Yamaha Surya Putra Cibiru Workshop in Bandung City. The research employs a descriptive qualitative approach using customer reviews posted on Google Review as the primary data source. The analysis is conducted by categorizing the reviews into five service quality dimensions: reliability, responsiveness, assurance, empathy, and tangibles.The results indicate that the majority of customers provide positive reviews and high star ratings, reflecting a high level of customer satisfaction. Reliability, assurance, and empathy emerge as the most influential dimensions in shaping positive customer perceptions. Furthermore, the dominance of high star ratings and customers’ intention to revisit and recommend the workshop indicate strong customer retention. However, several reviews highlight issues related to long waiting times during peak service hours.In conclusion, good service quality plays a significant role in enhancing customer retention and strengthening the workshop’s image. Google Reviews can serve as an effective tool for evaluating service quality and customer loyalty in the automotive service industry.
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References
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