THE ANALYSIS OF AFTER SALES SERVICE TOWARDS CUSTOMER SATISFACTION: A CASE STUDY OF SAMSUNG SMARTPHONE USERS IN TEBET, SOUTH JAKARTA

Abstract

Smartphones have become a popular item in Indonesian society. This situation encourages firms to innovate and create a variety of smartphone types. The innovation is after-sales service. The purpose of this study was to determine the influence of after sales service toward customer satisfaction . It is important to know the variable that can attract customer satisfaction. This study was conducted in Tebet,South Jakarta where there were 120 respondents who use Samsung Smartphone. The independent variable of this study consists of the independent variables (place, product,people,process), and the dependent variable (customer satisfaction) This type of data used are primary and secondary data. Most of the data were analyzed by SPSS IBM 20.00 using multiple regression method with SPSS tools. From this research, it appears that place (Samsung service center) have the most significant influence.