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All Journal Althea Medical Journal JWP (Jurnal Wacana Politik) Emerging Markets : Business and Management Studies Journal GOVERNABILITAS (Jurnal Ilmu Pemerintahan Semesta) Jurnal Masyarakat dan Desa
Mohamad Firdaus
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Medicine & Pharmacology Social Sciences

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Journal : Emerging Markets : Business and Management Studies Journal

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Analyzing Technical Competency, Relational Capabilities and Cognitive Abilities on Customer Satisfaction at Distributor Companies in Indonesia Mohamad Firdaus; Krisnawati, Nila; Basbeth, Firdaus
Emerging Markets : Business and Management Studies Journal Vol. 9 No. 1 (2021)
Publisher : Directorate of Academic Research and Community Services

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33555/embm.v9i1.188

Abstract

In the current era of globalization, business competition is getting tougher and as a market leader, companies must always maintain their performance and improve their performance, so that customer satisfaction is always maintained. Especially the performance of mechanical services to customers whose performance must be maintained. Main problem faced by PT United Tractors heavy equipment service division is a decrease in customer satisfaction. The decrease in satisfaction is thought to be caused by a decrease in mechanics technical competence, the lack of mechanical ability to maintain good relationships (relational capability) with customers and the ability to identify problems (cognitive abilities) faced by customers. The purpose of this research is to analyze the impact of technical competency, relational capability and cognitive ability toward customer satisfaction and to analyse the impact of customer satisfaction toward customer loyalty. As a quantitative research, the study distributed questionnaires to 200 respondents who are customers who used mechanics services, so that it can be seen what variables have a significant impact on customer satisfaction. The findings of this study are that cognitive ability and technical competency have a significant impact on customer satisfaction, while relational capability has no significant impact on customer satisfaction. The influence of customer satisfaction on customer loyalty has a significant impact.
Co-Authors Arief Hidayat Basbeth, Firdaus Krisnawati, Nila Nani Murniati Nucki Nursjamsi Hidajat Yusa Djuyandi