Pengaruh Layanan Purna Jual Terhadap Kepuasan Konsumen (Survei Pada Pengguna Produk Lg Di Malang Town Square (Matos) Malang – Jawa Timur)

Darayani Ernoputri • Zainul Arifin • Dahlan Fanani
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • January 2016 Indonesia

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(Bahasa Indonesia, 8 pages)

Abstract

The study aimed to know the influence of Service After Sales that consists of Guarantee, Reparation, and Spare Part simultaneously to the Level of Customer Satisfaction, the influence of Service After Sales partially Level of Customer Satisfaction, and dominant variable that influence Level of Customer Satisfaction. The research type is explanatory research, that uses quantitative approach. This research used 106 respondents as the sample by purposive sampling technique. The respondents are the LG Product Users in Malang Town Square (Matos) Malang - East Java. The data analysis technique used descriptive analysis and multiple linier regression with regard classical assumption. The research result shows that Service After Sales is simultaneously influence Level of Customer Satisfaction, Service After Sales is partially influence Level of Customer Satisfaction, Reparation is the dominant variable that influence Level of Customer Satisfaction. Result of coefficient determination test show that Guarantee, Reparation, and Spare Part influencing the Level of Customer Satisfaction, showed by the amount of R2 is 52,8%, and the rest 47,2% show that the Level of Customer's Satisfaction influenced by other variables.

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Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more