PENGARUH COMPLAINT HANDLING TERHADAP KEPERCAYAAN DAN LOYALITAS MELALUI KEPUASAN KONSUMEN AM HANS DESIGN INTERIOR

Tonny Hartono(1*),


(1) 
(*) Corresponding Author

Abstract


Abstrak—Kualitas pelayanan merupakan upaya aktif suatu perusahaan yang mengutamakan kepentingan pelayanan untuk mencapai kepuasan konsumen. Pelayanan yang berkualitas mempengaruhi peningkatan pemasaran suatu produk atau jasa perusahaan yang dapat dikonsumsi oleh konsumen. Salah satu perusahaan yang masih terdapat keluhan pelanggan adalah AM. Hans design interior yang terletak di Pulo Wonokromo Wetan I no. 3 – 5.

Penelitian ini dilakukan dengan menyebarkan kuisioner kepada 62 responden pelanggan AM Hans design interior. Metode analisis data yang dipakai dalam penelitian ini adalah Partial Least Square (PLS).

Hasil penelitian didapatkan complaint handling mempunyai pengaruh signifikan dan positif terhadap kepuasan konsumen dan kepercayaan. Sedangkan kepuasan konsumen mempunyai pengaruh yang signifikan dan positif terhadap kepercayaan dan loyalitas, Hasil penelitian judidapatkan kepercayaan tidak berpengaruh signifikan signifikan terhadap loyalitas.


Keywords


Complaint Handling, Kepuasan Konsumen, Kepercayaan dan Loyalitas Konsumen

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