PERSEPSI PELANGGAN TERHADAP CUSTOMER RELATIONSHIP PT. TUNGGUL SAKTI SEMARANG

Abstract

The ability to give the best service through a good communication and friendly behavior to the customers is the key of marketing success of PT. Tunggul Sakti, a service company, as the authorized dealer of Honda in Semarang. Realizing that good relationship to the customers is the factor of success in a company, PT. Tunggul Sakti Semarang hopes that they can give the best service and make good relationship to the customers. The problem is that the customer relations in PT. Tunggul Sakti Semarang are not always in line with the customers’ expectations. The company only knows the customers’ perceptions by the statements of customer subjectively. The purpose of this study is to describe customer’s perceptions on the customers relation of PT. Tunggul Sakti Semarang. The study is done by descriptive quantitative research and non-probability sampling in accidential sampling,a technic determining sample accidentally. The result of the study shows that the customers give an average score on customer relationship of PT Tunggul Sakti Semarang. The scores are based on its reliability, eficiency, guarantee, and emphaty. The customers also give good marksn on its ambience and location. Based on the result of the study, PT Tunggul Sakti needs to evaluate on tecnical and non-technical services done by their employees, hold some trainning to their mechanics periodically in order to increase their ability, habituate them to be punctual and fullfil their promises to the customers. Moreover, they need to increase their employees’ knowledge to so that, they can give the same services without any disparity. And also PT Tunggul Sakti can increase their creativity and do modernity in promotion and publication through media.