PENGARUH PENANGANAN KELUHAN PELANGGAN TERHADAP LOYALITAS PELANGGAN DI PT. INDOWIRA PUTRA CIMAHI JAWA BARAT

Abstract

1. Indowira Putra is a company that operates in the paint industry. This company has many complaints but different from each customer. The purpose of this final project is to determine the effect of handling customer complaints on customer loyalty at PT. Indowira Putra Cimahi West Java and to find out how to deal with customer complaints handling according to customers at PT. Indowira Putra Cimahi, West Java. Respondents in this study were 100 customers of PT. Indowira Putra with simple linear regression method and non-sampling sampling technique. The result is that simultaneously the overall dimensions of customer complaint handling have a very significant effect on customer loyalty at PT. Indowira Putra Cimahi, West Java and the dimensions that have a big influence are empathy and fairness. In order to maintain customer loyalty at PT. Indowira Putra, it is recommended that the company improve the quality of the dimensions of empathy for customers and the ease with which customers contact the company to complain by, among other things, providing training to officers on cutomer-care.