PENGARUH RELATIONSHIP MARKETING DAN LAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PT. ASTRA INTERNASIONAL ISUZU SEMARANG

Ferri Kurniawan; Nawazirul Lubis

doi:10.14710/jab.v2i1.5356

DOI: https://doi.org/10.14710/jab.v2i1.5356

PENGARUH RELATIONSHIP MARKETING DAN LAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PT. ASTRA INTERNASIONAL ISUZU SEMARANG

*Ferri Kurniawan - Jurusan Administrasi Bisnis, Universitas Diponegoro Semarang

Nawazirul Lubis - Jurusan Administrasi Bisnis, Universitas Diponegoro Semarang

Published: 29 Mar 2013.

Citation Format:

Abstract

Relationship marketing and after-sales service is believed to be the key in improving customer satisfaction. To compete with other automotive manufacturers a special strategy is needed in terms of keeping the relationship marketing and improving the quality of after-sales service. The objective of this research is to determine the effect of relationship marketing and after-sales service to customer satisfaction at PT AII Semarang. This population of this explanatory research is 14.487 customers. Sample of 99 people is taken using accidental sampling. Data Collection employs interviews, documentation and questionnaire. Data is analyzed using linear regression. The research concludes that relationship marketing and after-sales services have a positive and significant effect on customer satisfaction. The study suggests PT AII Semarang apply relationship marketing and after-sales service consistently because the company's survival depends on the customer.

Fulltext View|Download

Article Metrics:

Article Info

Section: Articles

Language : ID

In Vol 2, No 1 (2013)

Recent articles

KARAKTERISTIK KEWIRAUSAHAAN DAN LINGKUNGAN BISNIS SEBAGAI FAKTOR PENENTU PERTUMBUHAN USAHA (Studi IKM di Sentra Kerajinan Rotan Amuntai Kab. Hulu Sungai Utara, Provinsi Kalimantan Selatan) PENGARUH RELATIONSHIP MARKETING DAN LAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PT. ASTRA INTERNASIONAL ISUZU SEMARANG PENGARUH FAKTOR MODAL PSIKOLOGIS, KARAKTERISTIK ENTREPRENEUR, INOVASI, MANAJEMEN SUMBER DAYA MANUSIA, DAN KARAKTERISTIK UKM TERHADAP PERKEMBANGAN USAHA PEDAGANG DI PASAR TRADISIONAL (Studi kasus pada Pedagang Sembako dan Snack di Pasar Peterongan) More recent articles

Most cited articles

Pengembangan Pariwisata Berbasis Budaya dan Kearifan Lokal Pengaruh Nilai Pelanggan dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap) Pengaruh E-Service Quality dan E-Security Seals Terhadap E-Satisfaction Melalui Keputusan Pembelian Konsumen E-Commerce (Studi Kasus pada Konsumen Lazada Indonesia) Pengaruh Keselamatan Dan Kesehatan Kerja Terhadap Prestasi Kerja Karyawan Pada PT. PLN (Persero) APJ Semarang More cited articles

Last update:

No citation recorded.

Last update: 2024-11-16 18:34:05

No citation recorded.

Starting from 2022, the author(s) whose article is published in the Jurnal Administrasi Bisnis (JAB) attain the copyright for their article and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. By submitting the manuscript to JAB, the author(s) agree with this policy. No special document approval is required.

The author(s) guarantee that:

their article is original, written by the mentioned author(s),
has never been published before,
does not contain statements that violate the law, and
does not violate the rights of others, is subject to copyright held exclusively by the author(s), and is free from the rights of third parties, and that the necessary written permission to quote from other sources has been obtained by the author(s).

The author(s) retain all rights to the published work, such as (but not limited to) the following rights:

Copyright and other proprietary rights related to the article, such as patents,
The right to use the substance of the article in its own future works, including lectures and books,
The right to reproduce the article for its own purposes,
The right to archive all versions of the article in any repository, and
The right to enter into separate additional contractual arrangements for the non-exclusive distribution of published versions of the article (for example, posting them to institutional repositories or publishing them in a book), acknowledging its initial publication in this journal (Jurnal Administrasi Bisnis).

Suppose the article was prepared jointly by more than one author. Each author submitting the manuscript warrants that all co-authors have given their permission to agree to copyright and license notices (agreements) on their behalf and notify co-authors of the terms of this policy. Jurnal Administrasi Bisnis (JAB) will not be held responsible for anything that may arise because of the writer's internal dispute. Jurnal Administrasi Bisnis (JAB) will only communicate with correspondence authors.

Authors should also understand that their articles (and any additional files, including data sets, and analysis/computation data) will become publicly available once published. The license of published articles (and additional data) will be governed by a Creative Commons Attribution-ShareAlike 4.0 International License. Jurnal Administrasi Bisnis (JAB) allows users to copy, distribute, display and perform work under license. Users need to attribute the author(s) and Jurnal Administrasi Bisnis (JAB) to distribute works in journals and other publication media. Unless otherwise stated, the author(s) is a public entity as soon as the article is published.