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Lembaga Penelitian Pengabdian Masyarakat Universitas Nusa Mandiri
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ANALISIS PENGARUH PENDEKATAN PERSONAL TENAGA PENJUAL, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN PELANGGAN
Keywords:
Costumer Satisfaction, Service Quality, Price, Salesperson Selling Skill
Abstract
In a high level of a competitive environment, every business must maintain their customer. This study, therefore, intent to search several variables’ effect which is probably able to raise customer satisfaction. The study used several customers of PT PENERBIT ERLANGGA as a sample. Data analyze instrument used by the writer is SPSS 17. Data analyze result shows that the research model has well appropriateness and all hypothesis of the study are able to be evidenced. The summary said that personal approach of a salesperson, product quality and price are positively affected to customer satisfaction. Based on the result of the study, managerial implication given to the company is suggestion or input to the management of PT PENERBIT ERLANGGA to give more concern at the price, as it is the most dominant factor effected to customer satisfaction
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References
Hermani, Agus, DS. 2003. Membangun Kepuasan dan Kesetiaan Pelanggan, Forum, Vol.31, No.1 Humpreys
Michael A. & Michael R. Williams, 1996, Exploring the Relative Effect of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction, Journal of Personal Selling & Sales Management.
Kana, Any Agus. 2001. Mass Customization Sebuah Alternatif untuk Meningkatkan Kepuasan Palanggan, Jurnal Kompak, No.3
Kotler, Philip. 1997. Manajemen Pemasaran: Analisis Perencanaan, Implementasi dan Pengendalian (Edisi kedelapan, terjemahan Arcella Ariwati Hermawan), Jakarta: Salemba Empat
Musanto,Trisno.2004.Faktor-faktor Kepuasan Pelanggan dan Loyalitas Pelanggan, Jurnal Manajemen dan Kewirausahaan, Vol. 6, No. 2 (September), h. 123-136
Priyatno, D. (2013). Mandiri Belajar Analisis Data Dengan SPSS. Yogyakarta: Mediakom.
Reynolds, Kristy E. & Mark J Arnold, 2000, Customer Loyalty to the Salesperson and the Store: Examining Relationship Customer in an Upscale Retail Context, Journal of Personal Selling & Sales Management, Vol XX
Setiawan, Romi, dan Adi Zakaria Afiff, 2007, Analisis Pengaruh KegiatanPemasaran terhadap Ekuitas Merek pada Consume -Convinience Goods,Usahawan, No.14
Michael A. & Michael R. Williams, 1996, Exploring the Relative Effect of Salesperson Interpersonal Process Attributes and Technical Product Attributes on Customer Satisfaction, Journal of Personal Selling & Sales Management.
Kana, Any Agus. 2001. Mass Customization Sebuah Alternatif untuk Meningkatkan Kepuasan Palanggan, Jurnal Kompak, No.3
Kotler, Philip. 1997. Manajemen Pemasaran: Analisis Perencanaan, Implementasi dan Pengendalian (Edisi kedelapan, terjemahan Arcella Ariwati Hermawan), Jakarta: Salemba Empat
Musanto,Trisno.2004.Faktor-faktor Kepuasan Pelanggan dan Loyalitas Pelanggan, Jurnal Manajemen dan Kewirausahaan, Vol. 6, No. 2 (September), h. 123-136
Priyatno, D. (2013). Mandiri Belajar Analisis Data Dengan SPSS. Yogyakarta: Mediakom.
Reynolds, Kristy E. & Mark J Arnold, 2000, Customer Loyalty to the Salesperson and the Store: Examining Relationship Customer in an Upscale Retail Context, Journal of Personal Selling & Sales Management, Vol XX
Setiawan, Romi, dan Adi Zakaria Afiff, 2007, Analisis Pengaruh KegiatanPemasaran terhadap Ekuitas Merek pada Consume -Convinience Goods,Usahawan, No.14
Published
2014-09-15
How to Cite
Priatno, P. (2014). ANALISIS PENGARUH PENDEKATAN PERSONAL TENAGA PENJUAL, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN PELANGGAN. Jurnal Pilar Nusa Mandiri, 10(2), 149-154. https://doi.org/10.33480/pilar.v10i2.472
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