ANALISIS KEPUASAN PELANGGAN KENDARAAN TOYOTA TIPE AVANZA PADA PT HASJRAT ABADI CABANG TENDEAN

Abstract

Service is important in achieving company goals, companies that are able to provide the
best service will foster customer satisfaction with the performance of the services
provided and can increase sales. This study aims to determine customer satisfaction of
Toyota Avanza type vehicles at PT Hasirat Abadi Tendean branch and to determine
customer satisfaction implementation of Toyota Avanza type vehicles that should be used
at PT Hasirat Abadi Tendean branch. This type of research is quantitative research with
descriptive method. The sample used is a purposive sampling. Analysis of the data used
is the percentage. Based on the results of this study, it can be concluded that there are
indicators that need to be improved and indicators that need to be improved, indicators
that need to be improved include keeping promises with customers and punctuality in an
agreement with customers. The company must improve employee performance, especially
in indicators of employees keeping promises in an agreement. and employees provide
punctuality at the time of the agreement with the way the company needs to conduct
socialization, guidance or job training on how to serve customers well