Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/17973
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dc.contributor.advisorSetia, Eka Dewi-
dc.contributor.authorSimatupang, David Rony-
dc.date.accessioned2022-08-04T10:31:25Z-
dc.date.available2022-08-04T10:31:25Z-
dc.date.issued2022-02-10-
dc.identifier.urihttp://repository.uma.ac.id/handle/123456789/17973-
dc.description72 Halamanen_US
dc.description.abstractPenelitian ini bertujuan untuk mengetahui apakah relationship marketing dan layanan purnajual mempunyai pengaruh terhadap kepusan pelanggan service motor kita medan. Populasi yang digunakan pada penelitian ini adalah seluruh pelanggan service motor kita medan. Penelitian ini menggunakan sampel sebanyak 86 responden, dengan menggunakanaccidental sampling sebagai teknik pengambilannya. Pengujian hipotesis dalam penelitian ini menggunakan analisis model statistik yang terdiri dari uji validitas, uji reliabilitas, uji asumsi klasik, regresi liniear berganda, uji F, uji t, dan koefisien determinasi (R2) dengan menggunakan software SPSS 25.00 (Statistic Product and Services Solution) for windows. Data penelitian bersumber dari data primer dan proses pengumpulan data dan menggunakan kuesioner. Hasil penelitian menunjukkan bahwa terdapat hubungan antara variabel independen yaitu relationship marketing dan layanan purnajual terhadap variabel dependen yaitu kepuasan pelanggan. Variabelrelationship marketing diperoleh nilai t adalah thitung > ttabel (1,999 > 1,662) dengan tingkat signifikasi 0,049< 0,05 dan untuk variabel layanan purna jual diperoleh nilai t thitung > ttabel (9,511>1,662) dengan tingkat signifikasi 0,000 < 0,05 sehingga dapat disimpulkan relationship marketing dan layanan purnajual berpengaruh positif signifikan kepuasan pelanggan service motor kita medan. Dan uji F diperoleh nilai fhitung> ftabel (60,648 > 2,76), dengan hipotesis ditolak dan diterima sehingga dapat disimpulkan bahwa variabelRelationship Marketing (X1) dan variabel Layanan Purnajual (X2) secara simultan berpengaruh terhadap Kepuasan Pelanggan(Y). This study aims to determine whether relationship marketing and aftersales service have an influence on customer satisfaction for our motorbike services in Medan. The population used in this study were all customers of our motorcycle service workshop in Medan. This study used a sample of 86 respondents, using accidental sampling as a sampling technique. Hypothesis testing in this study uses statistical model analysis consisting of validity test, reliability test, classical assumption test, multiple linear regression, F test, t test, and coefficient of determination (R2) using SPSS 25.00 software (Statistic Product and Services Solution). for windows. Research data sourced from primary data and the process of collecting data and using a questionnaire. The results showed that there was a relationship between the independent variable, namely relationship marketing and after-sales service, on the dependent variable, namely customer satisfaction. For the relationship marketing variable, the t value obtained is tcount > ttable (1.999 > 1.662) with a significance level of 0.049 < 0.05 and for the reference group variable, the t value tcount > ttable (9.511 > 1.662) with a significance level of 0.000 < 0.05 so that it can be concluded Relationship marketing and after-sales service have a significant positive effect on customer satisfaction at our Medan Motor Service Workshop. And the F test obtained the value of fcount > ftable (60, 648 > 2.76), with the hypothesis being rejected and accepted so that it can be concluded that the Relationship Marketing variable (X1) and the After Sales Service variable (X2) simultaneously have an effect on customer satisfication (Y)en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM;178320294-
dc.subjectrelationship marketingen_US
dc.subjectlayanan purna jualen_US
dc.subjectcustomer satisfactionen_US
dc.subjectafter sales serviceen_US
dc.titlePengaruh Relationship Marketing dan Layanan Purna Jual Terhadap Kepuasan Pelanggan Service Motor Kita Medanen_US
dc.title.alternativeThe Effect of Relationship Marketing and After-Sales Service on Customer Satisfaction of Our Motor Service Medanen_US
dc.typeThesisen_US
Appears in Collections:SP - Management

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