ANALISIS PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN (Studi Pada Dealer Honda Jati Utomo Langgeng Sedan Kabupaten Remban)

Anshori, Syaifuddin (2007) ANALISIS PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN (Studi Pada Dealer Honda Jati Utomo Langgeng Sedan Kabupaten Remban). Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: After-Sales Service, Customer Satisfaction Peneletian is a case study on Honda Dealer Jati Utomo Langgeng Sedan Rembang with the title "Analysis Of The Effect Of Service After Sales Customer Satisfaction" (Study on Honda dealers Jati Utomo Langgeng Sedan Rembang) " The variables used in this study is comprised of consumer satisfaction as the dependent variable and after sales services as independent variables. The data used are from questionnaires distributed to consumers Honda dealers Jati Utomo Langgeng Sedan Rembang. The purpose of this study was to determine whether after-sales service have an influence on consumer satisfaction. It is also to know the sales variable consisting of delivery, consulting services, warranty, repair, and warranty of the most influence on customer satisfaction at Honda dealers Jati Utomo Langgeng Sedan Rembang. In this study, the authors take two hypotheses are thought to after-sales service affects customer satisfaction at the Honda Motorcycle Dealers Jati Utomo Langgeng Sedan Rembang. And suspected variable warranty dominant influence on customer satisfaction at the Honda Motorcycle Dealers Jati Utomo Langgeng Sedan Rembang. The analytical tool used to identify the influence of after-sales service to customer satisfaction is the logistic regression, and then to determine the most dominant variable in contributing to consumer satisfaction using Partial Correlation formula. Results of logistic regression equations using Z = -3728 to 0.142 (X1) +0.626 (X2) +0.607 (X3) -0.580 (X4) -0.266 (X5) As for the dominant variable is known that variable fixes the most dominant variable of consumer satisfaction Honda Dealer in Jati Utomo Langgeng Rembang Sedan with partial correlation value 2.977. From the results of logistic regression is known that the hypothesis I received and the results of partial correlation hypothesis II was rejected because it turned out repairs of the most dominant variable is not variable warranty. Based on the above conclusions, the authors give advice on the Honda Dealer Jati Utomo Langgeng Sedan Apex districts need to improve the quality of after sales service, this is because there is a singnifikan influence on consumer satisfaction. Expected by the quality of services is increasing the consumer satisfaction for the products sold by Jati Utomo Honda Dealer Langgeng Sedan Apex district would be better.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 04 May 2012 07:32
Last Modified: 04 May 2012 07:32
URI: http://eprints.umm.ac.id/id/eprint/4266

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