PENGARUH KUALITAS PELAYANAN POST SERVICE FOLLOW UP (PSFU) TERHADAP KEPUASAN PELANGGAN DI PT. ASTRA INTERNATIONAL TBK-TOYOTA SALES OPERATION (TSO) AUTO2000 CABANG PASTEUR KOTA BANDUNG

Abstract

The aim to see how the quality of the Post Service Service Follow Up (PSFU) has affected customer satisfaction at astra international tbk-toyota sales operation (tso) auto2000 of the bandung Pasteur branch.

The type of research in this study uses a quantitative descriptive study method with technique sampling sampling and sample withdrawal using the simple random sampling. The number of samples used was 93 respondents to astra international tbk-toyota sales operation (TSO) auto2000 of the bandung Pasteur branch. Data processing research USES the SPSS statistics application. The data analysis techniques used are simple descriptive and regression analysis.

The results show the quality of the Post Service Service Follow Up (PSFU) should significantly affect customer satisfaction of 62.7% while the rest is 37.3% (from 100% - 62.7%) affected by other factors. Hypothesis testing has suggested that there is a simultaneous, partial impact on the complacency of astra international tbk-toyota sales operation (tso) auto2000 of the Pasteur city of bandung branch.