Analisis Pengaruh Salesperson Listening Behavior Terhadap Relationship Outcomes pada Customer Dealer Mobil di Batam

Nainggolan, Vanni Vamella (2012) Analisis Pengaruh Salesperson Listening Behavior Terhadap Relationship Outcomes pada Customer Dealer Mobil di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The automotive business today not only sell a product but must have a good relationship with customer so that customer satisfied and coming back to buy the product offered. Salesperson has a very important role in process selling car, a salesperson should be able to establish a good relationship with customer because if the salesperson have a good relationship with customer then it will impact the return of customer to buy product and service that salesperson offered. This paper describes a theoretical model for investigating the predictors and its influences on salesperson listening: trust in salesperson, satisfaction with salesperson and anticipation of future interaction. The sample in this research is the respondents who had purchased car in 5 dealers in Batam. This research has been tested using a sample of 150 respondents in Batam. Data obtained was processed by using SPSS 17. Simple and multiple regression method are used to analyze these data and hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that salesperson’s listening have positive effect on trust in salesperson, satisfaction with salesperson and anticipation of future interaction. Keywords: Salesperson’s listening, Trust in salesperson, Satisfaction with salesperson,and Anticipation of future interaction.

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