Analysis of improvement in after sales service at Hyundai Mobil Indonesia towards customer satisfaction
Car manufacturers have their own after sales service division. Every after sales division has their own strategy to improve their performance in order to satisfy customer. This thesis will discuss about PT. Hyundai Mobil Indonesia after sales strategies as a car manufacturer in Indonesia to improve their customer satisfaction. rnrnPT. Hyundai Mobil Indonesia started a project in after sales service in the late 2007 that may improve their performance. They started this project initially to improve their customer satisfaction and until now, there is no further research if their improvement is successful or not. The purpose of this thesis is to study the new after sales strategy that PT. Hyundai Mobil Indonesia towards customers' satisfaction and comparing with the existing program.rnrnThis thesis is a descriptive study. The study is taken from two perspectives, the customer and the company so it involves a qualitative and quantitative research. The data gathered are from the interview with PT. Hyundai Mobil Indonesia and from questionnaire and interview from the customers.
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