Abstract
Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quantitative approach, in which the data are collected by questionnaires distributed to samples of populations. The population is the customers who have purchased repair services and spare parts for their motorcycle, and the number of samples is 100 respondents. The data are analyzed with a SmartPLS software, and the results show a positive significant impact from service quality to customer satisfaction, a positive significant impact from service quality to relationship quality, and a positive impact from relationship quality to customer satisfaction. Therefore, for the long term competitive advantage, motorcycle repair service providers have to consider their service quality and relationship quality to retain their customers.
Highlights
A maintenance and repair shop is needed by the motorcycle users because it helps them to maintain their vehicle
This means that service quality influences relationship quality 73.8 %, the rest is 26.2 % influenced by other variables outside the research
The R-square of service quality influence toward relationship quality is 73.8 %. This is a result of a good service quality influences the good relationship quality
Summary
A maintenance and repair shop is needed by the motorcycle users because it helps them to maintain their vehicle. This makes every shop competing to give the best to satisfy their customers. Customer satisfaction is the key and the benchmark to make a business goes well and develops. Good service quality is fundamental for business owner to develop the business. The lack of awareness of the importance of service quality makes the spare part owner gives the perfunctory service. The satisfactory service is the way to compete between the business owners to show how good their quality is
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