The impact of after sales service on customer satisfaction at PT.THOMASONG NIRWANA JAYA MEDAN

Salim, Angie (2018) The impact of after sales service on customer satisfaction at PT.THOMASONG NIRWANA JAYA MEDAN. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The main purpose of every business is to satisfy its existing customers and to attract new customers. Customer satisfaction plays an important role for the success and continuous existence of the company. The major task of company is to satisfy customers by meeting their needs and wants. After sales service plays an important role in customer satisfaction. After sales service is important because it helps to ensure that customers are satisfied with their purchases. The purpose of this research is to know whether after sales service has impact on customer satisfaction at PT Thomasong Nirwana Jaya Medan. The methods used by the writer in this research is descriptive method and correlational method. Data used in this research is primary data and secondary data. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, coefficient of correlation, coefficient of determination, linear regression analysis and Z test Based on analysis results in this research, the writer gives conclusion that there is an impact of after sales service on customer satisfaction at PT Thomasong Nirwana Jaya Medan. From Z test, it shows that Zcount value (11.39) is higher than Ztable (1.96). After sales service has positive impact on customer satisfaction at PT Thomasong Nirwana Jaya Medan in amount of 80.2%. The remaining in 19.8% is caused by other factors. The company can increase customer satisfaction with increasing the after sales service because there is positive and strong relationship between after sales service and customer satisfaction.

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