@thesis{thesis,
		author={WINDHA   ARIANINGTYAS},
		title ={FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN DALAM MENGGUNAKAN PRODUK MOBIL MEREK HONDA JAZZ PADA PT. MANDALA MANDIRI MOTOR SURABAYA},
		year={2013},
		url={http://eprints.upnjatim.ac.id/4848/},
		abstract={Automotive industry in Indonesia offers a wide range of products , so it is not
surprising that competition in the automotive business , especially small MPV type
car has been extremely tight and the price offered was to be competitive . Users
Honda Jazz products in 2012 decreased which caused misalignment of expectations
of consumers towards products Honda jazz and increased complaints made by
consumers to the product manual Honda jazz . This research aims to determine
whether the product user customer satisfaction Honda jazz influenced by the
perception of quality , service quality , brand associations , and brand loyalty .
The population in this study is the product users Honda Jazz in 2010 to 2012
in the city of Surabaya . Samples taken as many as 80 respondents using factor
analysis techniques that analysis . The use of variables using Likert scale . Samples of
this study is that consumers who buy cars Honda Jazz . Data collection by
questionnaires .
Based on this analysis we concluded that the first factor consists of physical
evidence variable product , service reliability , responsiveness , assurance and
reassurance , empathy . Factor II consisted of a variable product performance ,
product characteristics , resistance machines , service product , use . Factor III
consists of variable recommendation , experience , information . Factor IV consists of
intangible attribute variables , famous people or audiences , lifestyles . Factor V
consists of a variable product class , competitors . In the first group of factors indicate
that the item assurance and certainty of the most dominant influence in customer
satisfaction when using a Honda Jazz car brand . In the group of factors II indicates
that the item most dominant influence product characteristics in consumer satisfaction
when using a Honda Jazz car brand . In group III factor indicated that the most
dominant item in recommendation affects customer satisfaction when using a Honda
Jazz car brand . In group IV factors indicate that lifestyle item the most dominant
influence in customer satisfaction when using a Honda Jazz car brand . In group V
factor indicates that the item affects most dominant competitors in customer
satisfaction when using a Honda Jazz car brand .
Keywords : Perception of quality , service quality , brand associations , brand loyalty.}
		}