CD Tesis

Pengaruh Penerapan Total Quality Manajemen Terhadap Layanan Purna Jual (After Sales Service) dan Kepuasan Pelanggan Toyota Pada Pt.Agung Automall di Pekanbaru.

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This study aims to determine how the effect of the application of a variable-total quality management (TQM) to the after-sales service and customer satisfaction Toyota products in the city of Pekanbaru.
The samples in this study using a non-probability sampling technique (purposive sampling), and samples were included in this study amounted to 135 people who know and use the after-sales service diberiikan PT.AGUNG Automall city of Pekanbaru .. In this study, the independent variables dalah TQM (X) with variable dimensions of customer focus, teamwork, employee involvement and continuous improvement. While the dependent variable is the after-sales service (Y1) and customer satisfaction (Y2). methods of data analysis used in this study is a analysis factor and analysis path.
The result showed that the variable TQM (X) simultaneously affect variable-sales service and customer satisfaction by factors focus on the customer, tm cooperation and continuous improvement that has been selected in the test factor. Variable sales services (Y1) through path analysis test also affects customer satisfaction premises variable factors that have been selected in the test factors, warranty, repair and spare parts. These results indicate bahwaTQM can improve after-sales service form on PT.AGUNG Automall Toyota products and customer satisfaction, in addition to after-sales service provided by the company can also increase customer satisfaction products PT.AGUNG Automall Toyota in the city of Pekanbaru ..
Keywords: Total Quality Management, Sales Service, Customer Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 04.115 (0519)

Penerbit

Pekanbaru : Universitas Riau - Pasca Manajemen Pemasaran., 2015

Deskripsi Fisik

xii, 111 hlm.: ill.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 04.115 (0519)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

SAYED SYAIFULLAH / 1210247768

Info Detail Spesifik

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Pernyataan Tanggungjawab

LUBIS

Versi lain/terkait

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