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PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN PADA DEALER SENTRAL YAMAHA MALANG

As’ad, Ricky (2013) PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN PADA DEALER SENTRAL YAMAHA MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

This study entitled "The Effect of After-sales Services Consumer Satisfaction Against the Dealer Sentral Yamaha Malang". The purpose of this study was to determine the effect of the dimensions of after-sales service to customer satisfaction. In addition, to determine the dimensions of after-sales service that has the dominant influence on customer satisfaction in the Dealer Sentral Yamaha Malang. Analytical tool used in this study were multiple linear regression. From the results of the analysis showed that the variables after-sales services include: delivery, consulting, insurance, repairs, and warranty effect on customer satisfaction in the Dealer Sentral Yamaha Malang. The effect can be explained by the variable delivery of 0.093, for consulting services 0.328, assurance to 0.241, service of 0.332, and a guarantee of 0.358. Of the after-sales service, warranty variable apparently has a dominant influence on customer satisfaction in the Dealer Sentral Yamaha Malang. Based on the conclusion, the author should imply Party Dealer Sentral Yamaha Malang always strive to maintain and improve after-sales service provided to consumers.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 27 Jan 2016 05:01
Last Modified: 27 Jan 2016 05:01
URI : http://eprints.umm.ac.id/id/eprint/20185

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