SANDHY, NELY (2023) PENGARUH KUALITAS KOMUNIKASI PELAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN (Studi PT. Usaha Saudara Mandiri di Tangerang). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to measure how much influence the quality of after-sales service communication has on customer satisfaction at PT. Usaha Saudara Mandiri in Tangerang. The research method, namely quantitative methods. The population of this research is 374 customers, using the probability sampling method using the Simple Random Sampling technique and a sample of 79 respondents. Based on the results of the study, it shows of 8.825 while the value of is 1.665 ,so it can be concluded that the value of value of > or 8.825 > 1.665, states that H0 is rejected and Ha is accepted. This means that there is influence between the quality of after-sales service communication on customer satisfaction at PT. USM in Tangerang with a correlation value of 0.709 which shows that the relationship between the two variables is strong. Then we get the results of the coefficient of determination of 50% of the customer satisfaction variable at PT. USM in Tangerang is the contribution of the variable quality of after-sales service communication. While the remaining 50% (100% -50%) can be explained by other reasons. Suggestions for PT. USM continues to maintain and improve its quality in terms of after-sales service. And for other companies can also pay attention to the quality of service in order to satisfy customers.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengukur seberapa besar pengaruh kualitas komunikasi pelayanan purna jual terhadap kepuasan pelanggan pada PT. Usaha Saudara Mandiri di Tangerang. Metode penelitian, yaitu metode kuantitatif. Populasi penelitian ini berjumlah 374 pelanggan, dengan menggunakan metode probability sampling teknik Simple Random Sampling dan sampel sebanyak 79 responden. Berdasarkan hasil penelitian, menunjukkan sebesar 8,825 sedangkan nilai adalah 1,665 jadi dapat ditarik kesimpulan bahwa nilai > atau 8,825 > 1,665 , menyatakan bahwa H0 ditolak dan Ha diterima. Artinya terdapat pengaruh antara kualitas komunikasi pelayanan purna jual terhadap kepuasan pelanggan pada PT. USM di Tangerang dengan nilai kolerasi sebesar 0,709 yang menunjukan bahwa hubungan antara kedua variabel bernilai kuat. Lalu didapatkan hasil nilai koefisien determinasi sebesar 50% variabel kepuasan pelanggan pada PT. USM di Tangerang adalah kontribusi dari variabel kualitas komunikasi pelayanan purna jual. Sedangkan sisanya sebesar 50% (100%-50%) dapat dijelaskan oleh sebab lainnya. Saran untuk PT. USM tetap mempertahankan dan meningkatkan kualitasnya dari segi pelayanan purna jual. Dan untuk perusahaan yang lainnya juga bisa memperhatikan kualitas pelayanannya guna memuaskan pelanggan. | ||||||
| Uncontrolled Keywords: | Communication Quality, Sales Sales Service, Customer Satisfaction. Kualitas Komunikasi, Pelayanan Pura Jual, Kepuasan Pelanggan. | ||||||
| Subjects: | Communication > Communication (General) | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 70201-Program Studi Ilmu Komunikasi |
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| Depositing User: | Mrs Nely Sandhy | ||||||
| Date Deposited: | 26 Oct 2023 11:08 | ||||||
| Last Modified: | 26 Oct 2023 11:08 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/28711 |
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