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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen Wanastra : Jurnal Bahasa dan Sastra Perspektif : Jurnal Ekonomi dan Manajemen Universitas Bina Sarana Informatika Moneter : Jurnal Akuntansi dan Keuangan Jusikom : Jurnal Sistem Komputer Musirawas JELL (Journal of English Language and Literature) STIBA-IEC Jakarta JURNAL PEMASARAN KOMPETITIF Literatus Reswara: Jurnal Pengabdian Kepada Masyarakat Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Quantitative Economics and Management Studies International Journal of Social and Management Studies (IJOSMAS) Komitmen : Jurnal Ilmiah Manajemen Kontigensi: Jurnal Ilmiah Manajemen International Journal of Educational Review, Law And Social Sciences (IJERLAS) Jurnal Ekonomi Golden Ratio of Human Resource Management Jurnal Akuntansi Dan Bisnis Indonesia (JABISI) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Innovative and Creativity
Rini Martiwi
Universita Bina Sarana Informatika
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Journal : Perspektif : Jurnal Ekonomi dan Manajemen Universitas Bina Sarana Informatika

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PENGARUH KUALITAS LAYANAN DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN SERTA LOYALITAS PELANGGAN PADA AUTO 2000 CABANG CILEDUG JAKARTA Martiwi, Rini; Ryad, Ahmad; Karlina, Eulin
Perspektif : Jurnal Ekonomi dan Manajemen Akademi Bina Sarana Informatika Vol 17, No 1 (2019): MARET 2019
Publisher : www.bsi.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (519.717 KB) | DOI: 10.31294/jp.v17i1.5210

Abstract

Abstract  –  In industrial products and services, the handling of complaints can be used as a measure of the quality of products and services offered, one of them is in the automotive business (dealer). The purpose of this study is to prove and analyze the effect of quality of service and complaint handling to customer satisfaction, as well as customer loyalty Auto 2000 Ciledug Jakarta. Research method used in this study is explanatory research. The number of respondents in this study were 200 respondents. The means of analyis in this research is the structural equation modeling (SEM). The results showed that all three influenced one another. Customer satisfaction can be increased by improving the quality of service and complaint handling. Keywords: complaints, loyalty, quality of service, satisfaction
Co-Authors Aan Rahman Ade Onny Siagian ALOYSIUS RANGGA ADITYA NALENDRA, ALOYSIUS RANGGA Ana Ramadhayanti Arif Rahman Arif Rahman Aris Kurniawan Aris Kurniawan Asih, Endah Mustika Baharuddin Dede Suleman Dedi Suharyadi Dinar Riftiasari Enggar Widianingrum Eulin Karlina Eulin Karlina Eulin Karlina Eulin Karlina Eulin Karlina Fajri Ariandi Fera Nelfianti Fera Nelfianti Fera Nelfianti Fera Nelfianti Hepi Andes heri aryadi, heri Instianti Elyana Instianti Elyana Instianti Elyana Instianti Elyana Instianti Elyana Instianti Elyana, Instianti Karlina, Eulin Muhammad Yusuf Natal Indra Nelfianti, Fera Nurhayaty, Ety Nurzalinar Joesah Nu’man Musyaffa Nyoman Suardhita Nyoman Suardhita Nyoman Suardhita Nyoman Suardhita nyoman suardhita, nyoman Nyoman Suardita Oldea BrKaro Sekali Popon Rabia Adawia Puji Yuniarti Puspasari, Aprilia Rizki Aulianita Ryad, Ahmad Siti Dedeh Humaeroh Siti Nuryati Sri Arfani, Sri Sulhizah Wulan Sari Yulianah Yulianah Yulianah Yulianah