Asmi, Muhammad (2015) PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN PRODUK SEPEDA MOTOR MEREK SUZUKI (Studi Pada Konsumen Suzuki Hero Sakti Motor Malang). Other thesis, University of Muhammadiyah Malang.
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Abstract
Issues of trust and customer satisfaction are important in the trading business. However, not all products have been fully and are not regulated obtain adequate after-sales service. Implementation and supervision of after-sales service is also not adequate and effective so that the rights of consumers have not neglected in the after-sales service, in addition, the complaint relates to the slow handling of damages , the imposition of additional costs, recurring damage , and other complaints. Study of the effect after-sales service to customer satisfaction Suzuki brand motorcycle products (studies on consumer Hero Sakti Motor Suzuki Malang) is measured through four variables: the warranty, the provision of original spare parts, maintenance and repair services, facilities and equipment. Results of the study revealed that in the first test of the hypothesis proposed variables have significant value less than alpha 5 % (0,050), it can be said that these variables will give a real impact on consumer satisfaction variables. The study of the second hypothesis testing revealed after sales service factors that affect customer satisfaction with the Suzuki brand motorcycle products (studies on consumer Hero Sakti Motor Suzuki Malang) or the value obtained partial correlation values for warranty variables (X1) , most notably 0.2527 and the rest is affected by other factors such as the supply of original spare parts, maintenance and repair services, facilities and other equipment. Based on these results it can be concluded that the second hypothesis proposed in this study is not acceptable, because the second hypothesis proposed by the researchers is the maintenance and repair services.
| Item Type: | Thesis (Other) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Economics and Business > Department of Management (61201) |
| Depositing User: | Fitri Ramandhany |
| Date Deposited: | 15 Mar 2016 03:28 |
| Last Modified: | 15 Mar 2016 03:28 |
| URI : | http://eprints.umm.ac.id/id/eprint/20813 |
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