HUBUNGAN PELAYANAN KONSUMEN DAN FASILITAS PERUSAHAAN TERHADAP KEPUASAN KONSUMEN PADA PT. AVANT GUARD INDONESIA

RINOVIAN RAIS

Abstract


The Purpose of this study was to determine the effect of customer service and company facilities on customer satisfaction at PT Avant Guard Indonesia and to determine the variables that have a greater influence between customer services and company facilities on customer satisfaction at PT Avant Guard Indonesia. Based on testing with Chi square (X²), it is found that there is a significant relationship between customer service and customer satisfaction, or the better the service provided, the better customer satisfiction, For the relationship between company facilities and customer satisfiction, it is found that there is a significant relationship between company facilities and customer satisfaction, or the better the company facilities provided, the better customer satisfaction. From the calculation, it is also known that service has a greater influence, so that that the second Hypothesis can be accepted.

Keywords


Customer Services, Company Facilities, Customer Satisfaction

Full Text:

PDF

References


Abdullah, Thamrin dan Francis Tantri. 2016. Manajemen Pemasaran, PT Raja Grafindo Persada, Depok

Abdurrahman, H. 2015. Manajemen Pemasaran. Penerbit CV. Pustaka Setia, Bandung

Ahiyoso, Srikandi Kumadji, dan Anriani Kusumawati. 2017: Pengaruh Kualitas Layanan terhadap Citra perusahaan dan Loyalitas Pelanggan (survey pada pelanggan digital Printing Surabaya), Jurnal Administrasi Bisnis,Vol.50, No.4,

Amirullah. 2015. Pengantar Manajemen.Mitra Wacana Media, Jakarta

Buchari Alma., 2016 Manajemen Pemasaran dan Pemasaran Jasa.

Penerbit Alfabeta, Bandung

Candy, 2016 : Kualitas Pelayanan Jasa Percetakan Terhadap Kepuasan Konsumen Pada PT. Tri Jaya Mandiri, Bisma, Vol 1, No. 8,

Darmawati. 2016: Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dalam Memakai Jasa Percetakan CV. Rahmat Nur di Semarang, Ejournal Ilmu Administrasi Bisnis, Vol 4, No. 1,

-171

Fandy Tjiptono dan Anastasia Diana, 2019, Konsep, Pengukuran dan Strategi, Penerbit Andi, Jogyakarta

Fandy, Tjiptono. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.

Harman Malau. 2017. Manajemen Pemasaran. Alfabeta, Bandung.

Hilman Ardianta Putra, dan Nganto. 2017: Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Kasus Pada Konsumen PT. Lontara Media Digital Printing Semarang), Diponegoro Journal of Social And Political, Vol 1, No.8,

-8

Jihan Nafisa Dan I Made Sukresna. 2018: Analisis Pengaruh Kualitas Layanan, Harapan Kinerja dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Percetakan Digital di Malang), Diponegoro Journal of Management, Vol 7, No. 3, 1-26

Kotler, P. and Keller, K.L. 2016. Marketing Management, 15th

Edition New Jersey: Pearson Pretice Hall, Inc.

Lovelock, Christopher., Patterson, P. dan Wirtz, J. 2016. Services Marketing: An Asia-Pasific and Australian Perspective, Sixth Edition, Pearson, Australia.

Majid esmaeilpour, and sahebeh barjoe. 2016: The Effect Of Corporate Image On Costomer Satifaction Through Brand Equity, Advances In Management & Applied Economics, Vol.6, No.4,

Malayu S.P, Hasibuan. 2016. Manajemen Sumber Daya Manusia. Edisi Revisi. Penerbit PT Bumi Aksara, Jakarta

M. N. Nasution, 2015 Manajemen Mutu Terpadu. Penerbit

Ghalia Indonesia, Bogor

Nilam Sari. 2018: Service Quality, Company Image, Trust, and

ist Influace on Customers Satisfaction and Loyalty at

Bank Shariah Mandiri (BSM) Meulaboh Branch Office, The International Journal of Social, Vol.6, No.2, 235-252

Ridhotullah, Subeki & Jauhar, Mohammad. 2015. Pengantar

Manajemen. Penerbit Prestasi Pustakaraya, Jakarta

Sugiyono. 2017. Metode Penelitian Kuantitatif Kualitataif dan

Kombinasi (Mixed Methods). Penerbit Alfabeta,Bandung

Syamsu, Marlin. 2017: Analisis Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan Layanan Data 4G (Studi Kasus PT. Internux Operations Excellence), Vol 9, No. 2,

Vina Islami. 2018: Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Screen Printing

Emsiia Production), Perspektif, Vol 16, No.2.




DOI: https://doi.org/10.53990/smj.v1i1.22

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 SMART Management Journal

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.