PENGARUH HUBUNGAN PELANGGAN, FASILITAS, DAN LOKASI SHOWROOM TERHADAP KEPUASAN (Studi Kasus pada PT Indomobil Nissan Datsun Kelapa Gading)

PUTRA UTAMA, ARGA (2019) PENGARUH HUBUNGAN PELANGGAN, FASILITAS, DAN LOKASI SHOWROOM TERHADAP KEPUASAN (Studi Kasus pada PT Indomobil Nissan Datsun Kelapa Gading). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

[img] Text (COVER + ABSTRAK)
COVER.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (2MB)
[img] Text (BAB 1)
BAB 1.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (387kB)
[img] Text (BAB 2)
BAB 2.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (418kB)
[img] Text (BAB 3)
BAB 3.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (467kB)
[img] Text (BAB 4)
BAB 4.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (466kB)
[img] Text (BAB 5)
BAB 5.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (186kB)

Abstract

ABSTRAK PT Indomobil Nissan Datsun Kelapa Gading adalah showroom dan bengkel resmi mobil Nissan dan Datsun yang berada di kawasan yang sedang ada pembangunan proyek LRT. Penelitian ini bertujuan untuk mengetahui apakah penerapan hubungan pelanggan, fasilitas, dan lokasi mempunyai pengaruh terhadap kepuasan pelanggan. Populasi dalam penelitian ini adalah pelanggan jasa bengkel PT Indomobil Nissan Datsun Kelapa Gading pada bulan Januari – April 2019 yang berjumlah 2.106. Sampel dalam penelitian ini berjumlah 96 dengan menggunakan rumus Slovin. Teknik sampel yang digunakan adalah Simple Random Sampling. Metode yang digunakan dalam penelitian ini adalah metode asosiatif dengan pendekatan survey. Metode analisis yang dipilih dalam penelitian ini adalah analisis regresi linear berganda. Berdasarkan analisis data statistik, instrument-instrumen dalam penelitian ini bersifat valid dan reliabel. Pada uji asumsi klasik, variabel penelitian ini terdistribusi dengan normal, bebas dari gejala multikoliearitas, dan tidak terjadi heteroskedastisitas. Nilai signifikan dari variabel hubungan pelanggan sebsar 0,000, fasilitas 0,000, dan lokasi 0,058. Artinya, hubungan pelanggan dan fasilitas mempunyai pengaruh terhadap kepuasan pelanggan karena nilai signifikan < 0,05. Sedangkan lokasi tidak berpengaruh terhadap kepuasan pelanggan karena nilai signifikan > 0,05. Kesimpulan, hubungan pelanggan dan fasilitas berpengaruh positif terhadap kepuasan pelanggan, sedangkan lokasi tidak. Hubungan pelanggan, fasilitas, dan lokasi secara bersama-sama mempunyai pengaruh terhadap kepuasan sebesar 50,97%. Perusahaan harus mempertahankan dan mengembangkan apa yang sudah diterapkan dan tanggap dalam merespon keluhan pelanggan. Kata Kunci : Hubungan Pelanggan, Fasilitas, Lokasi, Kepuasan ABSTRACT PT Indomobil Nissan Datsun Kelapa Gading is the official showroom and workshop for Nissan and Datsun cars in the area where LRT projects are being developed. This research aims to know is there a relation of customers, facility and location has an influence to the customer’s satisfaction. The populations of this research were the customers of PT Indomobil Nissan Datsun Kelapa Gading on January – April 2019 which was 2106 respondents. The samples of this research 96 respondents by using the Slovin formula. The sample technique that used is Simple Random Sampling. The method that used in this research is an associative method with a survey approach. The analytical method that chosen in this research is multiple linear regression analysis. Based on the statistical data analysis, the instruments in this research are valid and reliable. In the classical assumption test, this research variable is normally distributed, free from multicollinearity symptoms, heteroscedasticity and autocorrelation do not occur. The significant value of the customer’s relationship management variable is 0,000, 0,000 on facilities, and location is 0,058. Which mean, customer’s relationship management and facilities has an influence on customer’s satisfaction because a significant value < 0.05. While the location has no effect on customer’s satisfaction because the significant value > 0.05. The companies must maintain and develop what has been implemented and is responsive in responding to customer complaints. The conclusion of this research are customer relations and facilities have a positive effect on customer’s satisfaction, but the location is not included. Customer’s relationship, facilities, and location has an influence on satisfaction of 50,97%. The companies must maintain and develop that has been mplemented and responding to customer complaints. Keyword : Customer Relationship, Facilities, Location, Satisfaction

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorUNSPECIFIEDUNSPECIFIEDUNSPECIFIED
Subjects: Manajemen > Manajemen Pemasaran
Depositing User: Ridho Adi Nugroho
Date Deposited: 28 Dec 2021 03:53
Last Modified: 28 Dec 2021 03:53
URI: http://repository.stei.ac.id/id/eprint/6456

Actions (login required)

View Item View Item
Repository STEI is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.