PENGUKURAN KEPUASAN PELANGGAN INDUSTRI PT. CX DI JAWA TIMUR (MELALUI PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY)

• Main Author: Permana (NIM : 28100025), Indra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/4930
• Institution: Institut Teknologi Bandung

<b>Abstract :</b><p align=\"justify\">PT. CX as one of the foreign lubricant principals which begins to operate and distribute its products in Indonesia in the early 1996, is one of the marketing enterprises and lubricant distributors which is trying to confirm its customers that PT. CX business is not only a lubricant supplier, but it is also a lubrication service provider. Some efforts to achieve the level of service expected by customers require some indicators concerning the extent to which the service it provides is responded by customers, which is indicated by the level of customers\' satisfaction. <br /> <p align=\"justify\">One of the indicators for measuring the level of industrial satisfaction is by employing Physical Distribution Service Quality approach in accordance with the characteristics of marketing service business and industrial lubricant distribution, comprising three dimensions, namely: <br /> - Timeliness <br /> - Availability <br /> - Condition <br /> <p align=\"justify\">By making the use of Bientstock\'s framework, an instrument in the form of questionnaires is developed and distributed in a census manner to the industrial customers of PT. CX in East Java region. The collected data are processed using statistical method to obtain the Index of Customer Satisfaction based on the dimensions in Physical Distribution Service Quality, and the largest gap between expectation and perception is evaluated as an initial step of improvement necessary to carry out to meet the customers\' satisfaction. From the results it can be concluded that (1) value of the Customer Satisfaction Index toward the dimension of Physical Distribution Service Quality is 85.31% and (2) in overall sense, the greatest gap lies in the dimension of availability at 1.17.