KEPUASAN PELANGGAN DALAM MEMBELI PRODUK SPARE PART MOTOR PADA CV SINKO MANDIRI DI PONTIANAK

Abstract

There are many land transportation facilities in Indonesia, one of those is motorcycle which is shown from the high statistic of yearly motorcycle sales. The purpose of this research are to know how the policies that have been applied by a company and how the customer respond to the policies to fulfil customers statisfaction also how to measure customers satisfaction on spare part purchasing at CV Sinko Mandiri in Pontianak. Method of research used is descriptive data collection technique through observation, interview and distributing questionnaire. Samples withdrawal technique done with purposive sampling technique. The population in this research are all customers who bought motorcycle spare part by installment. Total sampel quantity is 30 respondent. Data analysis technique is qualitative method. From the research resultwe found three attributes in A quadrant which means company’s performance is still unsatisfying.for the customers. There are sixteen attributes in B quadrant which means that customers is satisfied to company’s performance. There are eleven attributes in C quadrant which means that customers considered those eleven attributes are less important and the company’s perpormance is average. There are only two attributes in D quadrant which means company’s performance is excessive. Author’s advices are the company expected to rectify the attributes in A quadrant and maintain the performance in B quadrant , keep monitoring and reviewing attributes in C quadrant and adjust it with customer’s needs and reduce unimportant attributes in D quadrant as well.