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<http://repository.upi.edu/id/eprint/81235> <http://purl.org/dc/terms/title> "PENGARUH PELAYANAN DEALER SUZUKI\r\nTERHADAP LOYALITAS PELANGGAN\r\n:Survei pada Pelanggan PT. Nusantara Jaya Sentosa, Bandung"^^<http://www.w3.org/2001/XMLSchema#string> .
<http://repository.upi.edu/id/eprint/81235> <http://purl.org/ontology/bibo/abstract> "Tini Martini, Pengaruh Pelayanan Dealer Suzuki terhadap Loyalitas\r\nPelanggan (Survei pada Pelanggan PT. Nusantara Jaya Sentosa, Bandung),\r\ndibawah bimbingan Dr. Vanessa Gaffar, SE,Ak,MBA dan Chairul Furqan,\r\nS.Sos,MM.\r\nPerkembangan industri otomotif di Indonesia menyebabkan\r\nmeningkatnya persaingan antara produsen mobil dimana pelaku bisnis industri\r\notomotif di Indonesia didominasi oleh investor asing. Akibatnya banyak\r\nbermunculan merek-merek mobil dari luar negeri sehingga persaingan antar\r\ndealer pun meningkat. Salah satu merek yang beredar di pasaran adalah Suzuki.\r\nBerdasarkan hasil penelitian JD Power, pada tahun 2005 dealer Suzuki memiliki\r\nindeks kepuasan pelanggan paling rendah. Pada tahun-tahun sebelumnya pun\r\ndealer Suzuki selalu berada di bawah rata-rata. Hal ini dapat berdampak pada\r\nrendahnya tingkat loyalitas pelanggan. Rendahnya tingkat loyalitas pelanggan\r\nyang terjadi diduga disebabkan oleh pelayanan yang diberikan dealer Suzuki\r\nkurang memuaskan.\r\nBerkaitan dengan masalah di atas, maka penulis mengadakan penelitian\r\ntentang pengaruh antara pelayanan dengan loyalitas pelanggan. Adapun tujuan\r\ndiadakannya penelitian tersebut adalah untuk mengetahui gambaran pelayanan\r\ndan gambaran loyalitas pelanggan dealer Suzuki. Serta besarnya pengaruh\r\npelayanan terhadap pembentukan loyalitas pelanggan dealerSuzuki.\r\nObjek dari penelitian ini adalah pelanggan PT. NJS, Bandung yang\r\nmerupakan salah satu dealerutama Suzuki untukwilayah Bandung dan Priangan\r\nTimur. Jenis penelitian yang digunakan adalah deskriptif verifikatif dengan\r\nmetode survey explanatory. Variabel yang diteliti antara lain variabel bebas (X)\r\nyaitu pelayanan yang terdiri dari tujuh dimensi yaitu service quality, problem\r\nexperienced, user-friendly service, service advisor, service initiation, service\r\ndelivery dan in-service experience. Dan sebagai variabel terikat yaitu loyalitas\r\npelanggan (Y). Sedangkan teknik sampling yang digunakan adalah simple\r\nrandom sampling dengan jumlah sampel 120 orang responden. Teknik analisa\r\nyang digunakan adalah analisis jalur (path analysis).\r\nHasil penelitian menunjukkan pelayanan mempengaruhi terbentuknya\r\nloyalitas sebesar 47,50% dimana pelayanan PT. NJS dinilai baik oleh pelanggan\r\nserta loyalitas pelanggan berada dalam kategori tinggi.\r\nAdapun saran yang penulis berikan diantaranya lebih memperhatikan\r\nketepatan waktu, membentuk service advisor serta memberikan reward bagi\r\npelanggan yang berhasil mengajak orang lain untuk melakukan servis di dealer\r\nSuzuki.\r\n\r\nTini Martini, The Influence of Suzuki Dealer Service towards The Customer\r\nLoyality (A Survey to the Customer of PT. Nusantara Jaya Sentosa,\r\nBandung). Supervised by Dr. Vanessa Gaffar, SE,Ak,MBA and Chairul Furqan,\r\nS.Sos, MM.\r\nThe development of automotive industry in Indonesia has increased the\r\ncompetitiveness amongst car producers, where automotive business industry in\r\nIndonesia is dominated by foreign investor. As a consequence, now there are\r\nmany more foreign brands which affect the level of competitiveness between car\r\ndealers. One of the brands in the market at present is Suzuki. According to the\r\nresearch done by JD Power in 2005, Suzuki dealer had the lowest customer\r\nsatisfaction index. This happened due to the unsatisfactory service provided by\r\nSuzuki dealer.\r\nThe above-mentioned condition has encouraged the writer to do research\r\nin understanding the influence of service towards customer loyalty. The purpose\r\nof this research is to know how the service provided and the description of Suzuki\r\ndealer's customer loyalty.\r\nThe object research of this research is the customers of PT. Nusantara\r\nJaya Sentosa (NJS), Bandung, which is one of the main Suzuki's dealers for\r\nBandung area, and East Phangan. The type research used is descriptiveverificative\r\nwith survey explanatory method. Researched variables are an\r\nindependent variable (X), which is service, consisting of seven dimension\r\n(service quality, problem experience, user-friendly service, service advisor,\r\nservice initiation, service delivery, and in service experience). And for the\r\ndependent variable is customer loyalty (Y). Sampling technique used is simple\r\nrandom sampling with the total number of samples is 120 respondents, while\r\nanalysis technique used is path analysis.\r\nThe result of this research shows that the service provided has an effect\r\nto the customer loyalty up to 46,99%, meaning that PT. NJS's service has been\r\njustified by it's customer as a good one and the customer loyalty level is in the\r\nhigh category.\r\nOne of the writer's recommendations is that PT NJS should put more\r\nattention and action to the punctuality and the need to form service advisor, and\r\nto provide reward to current customers who are able to recommend others to\r\ntake service on their cars at Suzuki dealer."^^<http://www.w3.org/2001/XMLSchema#string> .
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