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Rugeri Fadhli Halim
Brawijaya University
Humanities Social Sciences Other

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PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PERUSAHAAN DISTRIBUSI BAHAN KIMIA Rugeri Fadhli Halim
Jurnal VOK@SINDO Vol 8, No 1 (2020)
Publisher : Program Pendidikan Vokasi Universitas Brawijaya

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Abstract

The purpose of this study was to analyze several influences between service quality, customer satisfaction that creates customer loyalty in a chemical distribution company in Malang. The research method used is explanatory research with a quantitative approach. The population in this study are consumers who have and have made purchase transactions at the company. The sample used is a representativeness sample, and with a Roscoe scale so that a total population of 100 respondents is found. The results showed that service quality did not have a significant effect on customer satisfaction, because not all good company service quality will give satisfaction to customers. On the other hand, customer satisfaction has a significant effect on loyalty, customer loyalty will be obtained if the company can increase customer satisfaction, especially in company management.
Faktor Internal Perusahaan yang Berpengaruh Terhadap Kepuasan Pelanggan pada Perusahaan Bahan Kimia di Kota Malang Rugeri Fadhli Halim
Jurnal VOK@SINDO Vol 6, No 1 (2018)
Publisher : Program Pendidikan Vokasi Universitas Brawijaya

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Abstract

This study aims to analyze some of the company's internal factors which include corporate marketing strategy and technology used to provide service quality at a chemical distribution company in Malang. The method used in this research is quantitative method by doing explanatory research. The population covers the consumers who have already made a transaction at the company that become the object of research. The sample used is the representativeness sample involving 100 respondents. The results show that company's internal factors significantly influence the quality of the service. Morever, technology also affects the accuracy of providing information for consumers in order to improve the quality of the service.
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