HUBUNGAN ANTARA PELAYANAN PURNA JUAL DENGAN KEPUASAN PELANGGAN BLACKBERRY PADA KARYAWAN PT. TASPEN CEMPAKA PUTIH JAKARTA PUSAT

Adhyfernanda, Vedrian (2012) HUBUNGAN ANTARA PELAYANAN PURNA JUAL DENGAN KEPUASAN PELANGGAN BLACKBERRY PADA KARYAWAN PT. TASPEN CEMPAKA PUTIH JAKARTA PUSAT. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Vedrian Adhyfernanda, The correlation between After Sales Service with the Customer Satisfaction, Thesis. Jakarta: Commerce Education Study Program, Economic and Administration Department, Economic Faculty, State University of Jakarta, January 2012. Purpose of this research is to find empirical data, valid and reliable fact, about the possibility correlation between after sales service with customer satisfaction. The research was conducted PT. Taspen in Cempaka Putih, Central Jakarta during three months since April 2012 until June 2012. The research used survey methods by correlation approach. The sampling technique was simple random sampling. The sample amount 44 peoples. To get data from two variables, researcher using likert scale model for After sales service (X) and Customer Satisfaction (Y). For variable X, from 28 statements which had validated, 25 statements were valid and 3 statements were drop. For variable Y, from 25 statements which had validated, 24 statements were validated and 1 statements were drop. The calculation reliability of both variable were using Alpha Cronbach method and variable X reliability is 0,949 and variable Y is 0,922, this proof that the instrument were valid and reliable. Analysis of condition test, which is normality error test for regression approximates of X on Y with liliefors test, results in Lcount = 0,110, and Ltabel for n = 44 which level significant of 0,05 is 0,133 , because Lhitung < Ltabel then normality error test is normal distribution. The equation for linear regression is Ŷ= a+bX. Significance regression result in Fcount > Ftabel, is 14,58 > 4,07, it’s mean that the regression equation is significant. And linearity regression test yield, in Fcount < Ftabel is 0,73 < 2,15 that can be interpreted that the regression equation is linear. Result of hypotesis test which pearson’s product moment show’s that rxy = 0,2576 , then significance of product moment correlation test whith t-test which yields tcount = 3,82 and ttabel = 1,68 at significance level of 0,05 and dk=42, it can be result that product moment correlation rxy = 0,508 is significance. Coefficient of determined obtain equal to 25,76%, it’s mean that 25,76% variation of Customer Satisfaction determined by After Sales Service. The result of this research was shown that there is positive correlation between after sales service with the customer satisfaction.

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