PENGARUH KEHANDALAN, INFORMASI TENTANG PRODUK DAN ASPEK KOMERSIAL PADA KEPUASAN PELANGGAN PT ATLAS COPCO INDONESIA

• Main Authors: , Yohanes Fisher Triyunanto Pramana, , Bapak Bayu Sutikno, S.E., M.S.M., Ph.D.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• 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
• Institution: Universitas Gadjah Mada

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.