Analisis Layanan Purna Jual Terhadap Kepuasan Pelanggan Alat Berat Kobelco Cabang Banjarmasin

Makhfida Iswari, Nuril Huda

Abstract


Downturn in unit sales of heavy equipment nationwide since 2011 to 2015, also experienced by PT. Daya Kobelco CMI Branch of Banjarmasin, South Kalimantan. One of the company's efforts to maintain unit sales are expected to improve after-sales service that will satisfy the customers to keep buying the unit Kobelco. Based on the background of the problem this study aims to examine the effect of after-sales service to customersatisfaction. The quantitative research approach, with multiple linear regression analysis (Multiple rergression analysis). The study population is the entire customer (customer) who has made a purchase Kobelco unit at least three times in PT. DKCMI Branch of Banjarmasin, South Kalimantan, by using Slovin formula is obtained sample 175 respondents, the sampling method using accidental sampling. A number of tests performed, test the research instrument through validity and reliability test, then test the classical assumption (normality test, multicollinearity, and heteroscedasticity) . And then to test the significance of inter-variable effect of  using uji F and uji t. Results penilitian concluded, Sales Service Customer Satisfaction influence on after-sales service PT. Daya Kobelco CMI Branch Banjarmasin.

Keywords: After Sales Service, Field Technical Assistance, Spare parts Distribution, Customer Care, Customer Satisfaction

Full Text:

PDF

References


Asugman G., Johnson J. L. and McCullough J. 1997.“The role of after-sales service in international marketing” Journal of International Marketing, 5 (4), pp. 11-28.

Cavalieri S., Gaiardelli P. and Ierace S. 2007.“Aligning strategic profiles with operational metrics in after-sales service” International Journal of Productivity and Performance Management, 56 (5), pp. 436-455.

Cohen, MA, Agrawal, N, Agrawal V. 2006.‘Winning in the Aftermarket’, Harvard Business Review, vol. 84, no. 5, pp. 129-138.

Egonsson, E. Khulan Bayarsaikan, and Ting Ting Ly. 2013.“ After Sales Service and Customer Relationship Marketing: A Multiple Case Study Within Swedish Heavy Equipment Machinery Industry” . Bachelor Thesis. Linnaeus University of Swedia

Forooz, Farzin. and Shahla Rostamidehbaneh. 2006. “After Sales Service Necessity and Effectiveness” Master Thesis, Lulea University of Technology, Singapore

Gaiardelli P., Saccani N. and Songini L. 2007.“Performance measurement of the after-sales service network- Evidence from the automotive industry” Computers in Industry, 58 (7), pp. 698-708.

Goffin K. and New C. 2001.“Customer support and new product development” International Journal of Operations and Production Management, 21 (3), pp. 275–301.

Kotler, P. 2003. Marketing Management.International Edition.Eleventh Edition.New Jersey: Prentice Hall

Levitt T. 1983 “After the sale is over” Harvard Business Review, 61 (5), pp. 87-93.

Masoome, MP., Elham MC., and Motjaba MP,. 2013. “Recognizing The Effect of After Sales Services Operational Characterisics on Resale of Products”. Shahid Beheshti University, Tehran Iran

Nazir, Moh. 2003, Metode Penelitian,Jakarta : Ghalia Indonesia.

Oko, A.E.Ndu., 2013. “After Sales Services and Consumers’ Perception of Quality: A Study Refrigerators Users (Consumers) in South East Nigeria”. International Journal of Marketing, Vol.1, No.2, pp 56-83

Oliver, RL , 1999, ‘Whence Consumer Loyalty?’, Journal of Marketing, vol. 63 special issue, pp. 33-44.

Patelli L., Pelizzari M., Pistoni A. and Saccani N. 2004, “The after-sales service for durable consumer goods: methods for process analysis and empirical application to industrial cases”, 13th International Working Seminar on Production Economics, Innsbruck, Austria.

________, Pistoni, A. and Songini, L. 2004, ‘The Appraisal of After-sales Service Contribution to value creation.A conceptual framework’, 27th Annual Congress of the European Accounting Association, Prague, April.

Saccani N., Johansson P. and Perona M. 2007.“Configuring the after-sales service supply chain: A multiple case study” International Journal of Production Economics, 110 (1-2), pp. 52-69.

Sugiyono.1999, Metode Penelitian Bisnis.Bandung :CV Alfabeta.

Tjiptono, F 2006, Manajemen Jasa Edisi keempat, Yogyakarta : Andi.

Tsiros, Michael; Vikas M; William TR, Jr.2004.“The Role of Attributions in Customer Satisfaction: A Reexamination,” Journal of Consumer Research, Vol. 31, September, pp. 476-483.

Zeithaml, VA, Berry, LL, Parasuraman, A. 1993.‘The Nature and Determinants of Customer Expectations of Service’, Journal of the Academy of Marketing Science, vol. 21, no. 1, hal.1-12.

Dokumen

Kobelco Cabang Banjarmasin.(2015). Data AR Service AR Kobelco Cabang Banjarmasin (tidak dipublikasikan dan tidak diedarkan).

_________________________. (2015). Data Invoice 2011-2014 Kobelco Cabang Banjarmasin (tidak dipublikasikan dan tidak diedarkan).

_________________________. (2015). Data Hasil Survei Awal Kobelco Cabang Banjarmasin (tidak dipublikasikan dan tidak diedarkan).




DOI: http://dx.doi.org/10.20527/jwm.v4i2.82

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Jurnal Wawasan Manajemen

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

Creative Commons License
Jurnal Wawasan Manajemen by Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lambung Mangkurat is licensed under a Creative Commons Attribution 4.0 International License. Based on a work at jwm.ulm.ac.id.