WINATA, DEDY (2009) ANALISIS KUALITAS PELAYANAN PETUGAS DAN KEPUASAN PELANGGAN PADA PRODUK TERHADAP LOYALITAS PELANGGAN PT. HARTEKPRIMA LISTRINDO. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Along side with indonesian need of electric power backup (in this case generating set) that grows higher, PT. Hartekprima Listrindo effort to increase service and create some product which have a good quality for try to maintain them domination as one the greatest company whom manufacture generating set in national area. In market we can dearly the competition from each company. The goal from this research was to know how this research could to know the service and customer satisfaction can influence the customer loyalty of PT.Hartekprima Listrindo. The research result showed that service and customer satisfaction was determined each other to make a customer loyalty (result by SPSS programme which P-value 0.000 < 0.05) The research use quizioner method and The data collection technique was using random sampling. 100 responden already got from total sampling. Sejalan dengan kebutuhan masyarakat Indonesia akan tenaga listrik cadangan (dalam hal ini genset) yang semakin tinggi, PT.Hartekprima Listrindo berusaha meningkatkan pelayanan dan menciptakan produk berkualitas untuk memepertahankan dominasinya sebagai salah satu perusahaan perakitan genset terbesar untuk skala nasional. Dalam dinamika pasar yang persaingan ini dapat kita lihat secara jelas terjadi persaingan antar perusahaan yang satu dengan lainnya. Penelitian ini bertujuan untuk mengetahui persepsi pelanggan tentang kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan PT.Hartekprima Listrindo. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kepuasan pelanggan sangat menentukan loyalitas pelanggan dibuktikan dengan hasil pengolahan data dengan menggunakan SPSS 14 menghasilkan nilai signifikansi p- value = 0.000 < 0.05. Penelitian ini menggunakan kuisioner. Teknik menggumpulkan data menggunakan ramdom sampling. Total sampling yang didapat sebanyak 100 responden.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-09-133 |
| NIM/NIDN Creators: | 55107120150 |
| Uncontrolled Keywords: | mps, manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MELATI CAHYA FITRIANI |
| Date Deposited: | 11 May 2022 04:16 |
| Last Modified: | 14 Jul 2022 04:36 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60975 |
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