## Pengaruh Pelayanan Purna Jual Terhadap Kesan Pelanggan (Studi Pada Dealer Suzuki Warujayeng Kab. Nganjuk)

Arifin, Zaenal (2007) Pengaruh Pelayanan Purna Jual Terhadap Kesan Pelanggan (Studi Pada Dealer Suzuki Warujayeng Kab. Nganjuk). Other thesis, University of Muhammadiyah Malang.

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## Abstract

Peneletian is a case study on the Suzuki Dealer Warujayeng Nganjuk titled "The Effect of After-Sales Service impression on the customer (the study of Suzuki dealers Warujayeng Nganjuk)" The variables used in this study is comprised of customer impression as dependent variable and after sales services as independent variables. The data used are from questionnaires distributed to consumers Warujayeng Suzuki dealers who are doing service on the garage Warujayeng Suzuki Dealer. The purpose of this study was to determine whether after-sales service have an influence on customer impression. It is also to know the sales variable consisting of delivery, consulting services, warranty, repair, and warranty of the most influence on customer impression Warujayeng Suzuki dealer. In this study, the authors take two hypotheses is in suspect that after-sales service affects customer impression Warujayeng Suzuki Dealer and guarantee allegedly dominant influence on customer impression Warujayeng Suzuki Dealer The analytical tool used in this study were multiple linear regression. To determine the influence of independent variables on the dependent variable, both simultaneously and used partial F test and the test T. benchmarks used the F test and T test is if the F count and T count is greater than the value of F table and table T received the Ha and Ho rejected Based on multiple linear regression analysis, obtained coefficients for the variables after sales service that includes delivery of 3.4%, 2.3% consultancy fees, Warranty 2.9%, 6.7% Repair, And Warranty collectively by 6.9% both affects on customer impression Warujayeng Suzuki dealer. Regression equation is: Y = 1.001 + 0.034 X1 + 0.023 X2 + 0.029 X3 + 0.067 X4 + .069 X5 + e The calculation result obtained at 56.905 F count is higher than the F table value 2.311. T count is obtained at 3.521 X1 is greater than table value 1.986 T, T is obtained by calculating X2 3.156 greater than the T table value 1.986, obtained equal to 2.949 X3 is larger than T table value 1.986, X4 obtained at 5.161 T is greater than table value 1.986, X5 obtained at 5.203 T is greater than table value 1.986. Based on the regression coefficients can be seen that the warranty variables have a dominant influence on the dependent variable that is the impression the customer, this is indicated by the largest regression coefficient value of 6.9% compared with other independent variables. Thus the second hypothesis states that guarantee the variable dominant influence declined. Based on the above conclusions, the authors give advice on Warujayeng suzuki dealers need to increase the quality of after sales service, this is because there is a singnifikan effect on customer impression. Expected by the increasing quality of service the customer will then suggest the products sold by the Dealer Suzuki Warujayeng Nganjuk will be better. The increase is necessary in the consulting services sector where the discussion of consulting services is a variable whose influence is the smallest with the smallest acquisition tcount supported by the regression coefficient value is also the smallest, thus contributing to the impression the customer is also the smallest. Company / Dealer Suzuki Warujayeng Nganjuk further improve the information about the motorbike, an explanation for the maintenance and repair and maintenance.

Item Type: Thesis (Other) H Social Sciences > H Social Sciences (General) Faculty of Economics > Department of Management (61201) Zainul Afandi 05 May 2012 02:51 05 May 2012 02:51 http://eprints.umm.ac.id/id/eprint/4316