Analisis Pengaruh Antara Kualitas dan Kinerja Perusahaan Terhadap Kepuasan Pelanggan pada Konteks Business to Customer

Nofriazis, Nofriazis (2010) Analisis Pengaruh Antara Kualitas dan Kinerja Perusahaan Terhadap Kepuasan Pelanggan pada Konteks Business to Customer. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Firm begin to realize and understand the importance in developing and increasing product and service so that it can increase customer satisfaction. The purpose of this research is to identify the influence between salesperson’s job satisfaction and customer satisfaction based on perception of salesperson and perception of customer. Population of this research is salespersons and customers. Sample in this research is salespersons and customers who have interaction with salesperson in Batam. The method of choosing a sample is based on non-probability method, that is purposive is sampling especially judgment sampling. Result of this research indicates that customer satisfaction is influenced by salesperson’s job satisfaction, quality of company’s offer, quality of the processes. The result also indicates that salesperson’s job satisfaction influences quality of customer interaction and quality of customer interaction also influence customer satisfaction. Another results show intensity of customer integration into the value creating process, product or service innovativeness, quality of the processes is not considered as moderating variables between salesperson’s job satisfaction and customer satisfaction. Key Word: Salesperson’s Job Satisfaction, Quality of Company’s Offer, Quality of Processes, Customer Satisfaction, Quality of Customer Interaction, Frequency of Customer Interaction, Intensity of Customer Integration into the Value Creating Process, Product or Service Innovativeness.

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