PENGARUH PELAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PADA PT SURYA TOTO INDONESIA TBK
Abstrak: PT Surya TOTO
Indonesia Tbk, the Beauty-related industries such as home kitchen, the
bathroomis a company in the field of sanitary and furniture which was
established in 1977 inJakarta. This study aimed to test the depth of the effect
of the delivery, installation, and warrantyclaims against TOTO customer
satisfaction. This study was conducted in Jakarta onIndustry TOTO. The
respondents are 124 customers who purchase the products of bathroomfixtures and
kitchen with installation directly from the company of TOTO. It was conductedin
mid-2013, and the data collection technique was using primary data processed by
the applicationof SPSS version 20.0 for Windows. The analysis used linear
regression analysis tomeasure how much the variable delivery, installation and
warranty claims can affect customersatisfaction. The research hypothesis is
found that there is a significant positive effectof delivery, installation and
warranty claims TOTO products on customer satisfaction. Theresults of multiple
linear regression analysis showed that there was also effect of the
delivery,installation and warranty claims TOTO effect on customer satisfaction.
Warranty claimsis the independent variable that is the most dominant influence
on customer satisfaction.
Penulis: Dewi Victoria, Endang
Ruswanti, Farichah
Kode Jurnal: jpakuntansidd141331
