@thesis{thesis,
		author={Sitanggang  Elisabeth Octavia},
		title ={Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Bengkel Hen’d Service Palembang},
		year={2015},
		url={http://eprints.ukmc.ac.id/5538/},
		abstract={The purpose of this study was to analyze the influence of the five dimensions of service quality to customer satisfaction. The population in this study are all the customers of Hen?d Service workshop. The number of sampel as taken by 100 respondents with a purposive sampling. The data analysis technique used is multiple regression analysis. The result of this study, based of multiple regression analysis showed that the five dimensions of service quality has positive and significant effect on customer satisfaction of Hen?d Service workshop.}
		}