STUDI KEPUASAN PELANGGAN PADA LAYANAN PURNA JUAL XX

BATTI, PATLIANY (2011) STUDI KEPUASAN PELANGGAN PADA LAYANAN PURNA JUAL XX. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Sales service (after sales service) is the activity of maintenance products, providing product warranties and provision of consumer services organized in such a way by companies to consumers in order to enhance customer satisfaction and loyalty. The XYZ company after-sales service, was recorded for the year 2010 that number increased to 212,900 customers, in this study used a sample of 383 customers. Research subjects include product maintenance, product warranty and customer service to customer satisfaction to sales service XYZ company. For data validation and reliability data from the questionnaires, data processing is carried out with SPSS V.17. The response to the maintenance of the product obtained: 33.13% of customers strongly agreed, 55.73% of customers agreed, 11.14% less agree on product maintenance. To guarantee the product obtained: 30.39% of customers strongly agreed, 57.51% of customers agreed, 12.11% less agree on product maintenance, customer service Against obtained: 36.38% of customers strongly agreed, 53.56% costumer agreed, 10,05% less agree on product maintenance. By using multiple regression analysis obtained by the equation Y = X1 0298 - 0262 X2 + 0891 + X3, where: Y = Customer Satisfaction; X1 = Maintenance Products; X2 = Warranty; X3 = Consumer Services. Key words: product maintenance, product warranties, customer service Layanan purna jual (after sales service) merupakan aktivitas pemeliharaan produk, pemberian garansi produk dan pemberian layanan konsumen yang diorganisir sedemikian rupa oleh perusahaan kepada konsumen dalam rangka meningkatkan kepuasan dan loyalitas konsumen. PT.XYZ merupakan salah satu layanan purna jual, tercatat untuk tahun 2010 jumlah tersebut meningkat menjadi 212.900 pelanggan, dalam penelitian ini digunakan sampel sebanyak 383 pelanggan. Subyek penelitian meliputi pemeliharaan produk, garansi produk dan costumer service terhadap kepuasan pelanggan terhadap layanan purna jual TelkomVision. Untuk validasi data dan realibilitas data dari hasil kuisioner, maka dilakukan pengolahan data dengan bantuan program SPSS V.17. Respon terhadap pemeliharaan produk diperoleh: 33,13% pelanggan sangat setuju, 55,73 % pelanggan setuju, 11,14% kurang setuju terhadap pemeliharaan produk. Terhadap garansi produk diperoleh: 30,39 % pelanggan sangat setuju, 57,51 % pelanggan setuju, 12,11 % kurang setuju terhadap pemeliharaan produk, Terhadap costumer service diperoleh: 36,38% pelanggan sangat setuju, 53,56% pelanggansetuju, 10,05% kurang setuju terhadap pemeliharaan produk. Dengan menggunakan analisa regresi berganda diperoleh persamaan Y = 0.298 X1 - 0.262 X + 0.891 X3, dimana: Y= Kepuasan Pelanggan; X1 = Pemeliharaan Produk; X2 = Garansi Produk; X3 = Layanan Konsumen. Kata kunci : pemeliharaan produk, garansi produk, costumer service

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