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Abstract

The research objective was to assess the effect of Warranty, Customer Complaints Handling, Product Repair, Product Quality, Service Quality and Price to Sales Rate of Printer Ink Refill Veneta System Cab.Pangkalpinang. The research method used purposive sampling method. Respondents were customer at PT.Veneta System branch of the Pangkalpinang some 100 people.

The variables used are Warranty, Customer Complaint Handling, Product Repair, Product Quality, Service Quality and Price as independent variable and Sales Level as dependent variable developed according to its indicators. This research uses quantitative analysis to primary data direct research results in the field. As a tool in the processing of statistical data used SPSS22. The results showed that: First, there is significant influence of variable Warranty on Sales Rate Veneta Sytem  Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 3.554 while ttable with 93 degrees of freedom in the α (0:05) of  1.98447. Thus tvalue (3.554) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.001. Thus the decision to clear Ho refused and H1 accepted. Secondly, There is significant influence of variable of Customer Complaint Handling to Sales Level of Veneta Sytem Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 3.376 while ttable with 93 degrees of freedom in the α (0:05) of  1.98447. Thus tvalue (3.376) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.002.

Thus the decision to clear Ho refused and H1 accepted. Third, There is significant influence of Product Repair variable to Sales Rate of Veneta Sytem Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 3,300 while ttable with 93 degrees of freedom in the α (0:05) of  1.98447. Thus tvalue (3,300) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.002. Thus the decision to clear Ho refused and H1 accepted. Fourthly, there is significant influence of Product Quality variable to Sales Rate of of Veneta Sytem Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 2.259 while ttable with 93 degrees of freedom in the α (0:05) of  1.98447. Thus tvalue (2.259) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.026. Thus the decision to clear Ho refused and H1 accepted. Fifth There is a significant influence of Service Quality variables on Sales Rate of Veneta Sytem Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 3,104 while ttable with 93 degrees of freedom in the α (0,05) of  1.98447.

Thus tvalue (3,104) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.017. Thus the decision to clear Ho refused and H1 accepted. Sixth, There is significant influence of Price variable on Sales Rate of Veneta Sytem Pangkalpinang Branch. From the calculation, obtained tcount of, the value tvalue 3,148while ttable with 93 degrees of freedom in the α (0,05) of  1.98447. Thus tvalue (3,148) > ttable (1.98447), making it clear that Ho refused and H1 accepted or if you see the sign value of 0.003. Thus the decision to clear Ho refused and H1 accepted.

Seventh, there is significant influence of variable Warranty, Customer Complaint Handling, Product Repair, Product Quality, Service Quality, and Price together to Sales Rate Veneta System Branch Pangkalpinang. This is evidenced by the value of F of 6.393, while the F table value 2,20 thus Fhitung (6,393)> F table (2,20) the decision is clear Ho is rejected and H1 accepted. Based on the results of this study, the researcher concludes that Consumers on Veneta System Pangkalpinang branch can be improved through Warranty, Customer Complaint Handling, Product Repair, Product Quality, Service Quality and Price.

Article Details

Author Biographies

Septira Mustika, STIE-IBEK Sekolah Manajemen

Mahasiswa Prodi Manajemen STIE-IBEK

Zamhari Zamhari, STIE-IBEK Sekolah Manajemen

Dosen Pembimbing

Hariyani Hariyani, STIE-IBEK Sekolah Manajemen

Dosen Pembimbing
How to Cite
Mustika, S., Zamhari, Z., & Hariyani, H. (2017). ANALISIS PENGARUH LAYANAN PURNA JUAL DAN KEPUASAN KONSUMEN YANG BERDAMPAK PADA TINGKAT PENJUALAN REFILL TINTA ISI ULANG PRINTER (Studi Kasus PT.Veneta System Cabang Pangkalpinang). Jurnal Progresif Manajemen Bisnis, 19(2), 33-45. Retrieved from https://e-jurnal.stie-ibek.ac.id/index.php/JIPMB/article/view/241

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