PENGARUH KEHANDALAN, INFORMASI TENTANG PRODUK DAN ASPEK KOMERSIAL PADA KEPUASAN PELANGGAN PT ATLAS COPCO INDONESIA
This study aimed to evaluate the effect of reliability, information about the the products, commercial aspect and customer satisfaction in industrial company. Automotive industry are growing and the competition is increasing and intelligent community in assessing the quality of the production makes...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/133580/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74282 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | This study aimed to evaluate the effect of reliability, information about the
the products, commercial aspect and customer satisfaction in industrial company.
Automotive industry are growing and the competition is increasing and
intelligent community in assessing the quality of the production makes the user of
industrial company must be selective in choosing suppliers. Customer satisfaction
in this industry enterprise companies require the existence of a supplier who knows
what they need, supply with quality product and at a competative price. The key to
the sustainability of a company is the loyalty of the customers, especially in market
growth is very small in number. When the company became dissatisfied certainly
will be more difficul for the company to survive. Lost customer cost is much
greater than of maintaining customer satisfaction, because the cost is the cost for
looking for a new customer plus cost to make them wants to use our product again.
In this study comparing the reliability factors, information about the product, the
commercial aspects of the product and the supplier to customer satisfaction.
Study using a sample of 100 users from purchase department, engineer
department, maintenace department, production departmen, maangemnt and aslo
the owner in the automotive company which has the right to determine in choosing
a supplier. Analysis of the results of this study showed all the research hypothesis
can be proven, in the study of the Information Product highest factor as a cause of
customer satisfaction. This is what is key to customer satisfaction so that the sales
person must be able to take this into account to increase the maket share. |
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