Analisis Pengaruh Salesperson’s Work Satisfaction Terhadap Customer Satisfaction dengan Salesperson’s Customer Orientation Sebagai Variabel Intervening

Frayanti, Frayanti (2010) Analisis Pengaruh Salesperson’s Work Satisfaction Terhadap Customer Satisfaction dengan Salesperson’s Customer Orientation Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Every company always try their best to make company programmes to improve employee’s satisfaction. Because company believe that satisfied employee will give their best service to customer. The purpose of this research is to understand whether there is influense of salesperson’s work satisfaction towards customer satisfaction with salesperson’s customer orientation as intervening variable. Population of this research are salesperson and customer. The samples are salesperson and customer at Batam region. Data gathering method that used by researcher is judgment sampling. Researcher gathering data using interview technique and questionaire. The results show that salesperson’s work satisfaction has significant relationship towards salesperson’s customer orientation. Salesperson’s work satisfaction has significant relationship towards customer satisfaction. But salesperson’s empathy, salesperson’s expertise, salesperson’s reliability, customer’s trust, customer’s price consciousness and product/service importance to customer do not have significant influense towards customer satisfaction. Keywords: salesperson’s work satisfaction, customer satisfaction, salesperson’s customer orientation, salesperson’s empathy, salesperson’s expertise, salesperson’s reliability, customer trust, customer price consciousness, product/service importance to the customer.

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