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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Hajriani Dondo
Politeknik Negeri Manado
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Pengaruh Efektivitas Layanan Honda Customer Care Center (Hc3) Terhadap Tingkat Loyalitas Pelanggan Honda Pada Pt Daya Adicipta Wisesa Maumbi Hajriani Dondo; Maykel A. Tampenawas; Selvy Joice Nangoy
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 10 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i10.13397

Abstract

High-quality after-sales service plays a crucial role for automotive main dealers in retaining customers and building long-term brand loyalty. This study aims to empirically examine, analyze, and demonstrate the impact of the Honda Customer Care Center (HC3) service effectiveness on Honda customer loyalty at PT Daya Adicipta Wisesa Maumbi. A quantitative approach was employed, involving 55 Honda consumers as respondents. Primary data were collected via structured questionnaires and supplemented by internal operational data (complaint records and repeat order percentages), which were then analyzed using simple linear regression. The results indicate that HC3 service effectiveness has a positive and significant effect on customer loyalty (t-hitung = 19.863 > t-table = 2.005; p = 0.000 < 0.05). The resulting regression equation is Y = -18.046 + 1.689X, with a coefficient of determination (R²) of 0.882, indicating that 88.2% of the variation in customer loyalty is explained by HC3 service effectiveness. Furthermore, operational data confirm that the structured four-stage complaint handling process successfully maintained repeat order stability within the 31.70% to 33.10% range.
Co-Authors Maykel A. Tampenawas Selvy Joice Nangoy