Analysis of customer satisfaction in steel industrial market: case study of PT Argahills Andalas
The purpose of this research is to study and analyze the effective factors on customers based on industrial customer?s satisfaction (called INDSAT), the process of goal setting, the perfomance, the requirement as their perfomance based in steel industries market. Identification of the factors that give more/less influence and impact will also be a part of this research purpose. The primary data is obtained by using the questionnaires to all 100 respondents. The data from questionnaires is processed using SPSS and the relationship between the variables will be analyzed using Structural Equation Modeling (SEM) tool: AMOS software. Finding of this research is that all factors (product, salesperson, product-related information, order handling, technical services, and complaint handling) are significant positively influence customer satisfaction of PT Argahills Andallas. The internal staff is found as the less impact to the customer satisfaction of PT Argahills Andalas. Implications of the findings are furthermore discussed.
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