PENGARUH PELAYANAN CUSTOMER SERVICE TERHADAP PENINGKATAN CITRA PERUSAHAAN: STUDI KORELASIONAL PADA PT. ACE HARDWARE INDONESIA, TBK. DI LENMARC MALL SURABAYA

  • Meta Giastanti
  • Hamim Hamim
  • Ni Made Ida Pratiwi

Abstract

Service is very important thing take precedence in the company of retail. The one that applied
is the service excellence. Basically, satisfaction and comfort comes from service excellence to
customers. All parties who were in the company should be involved in providing service excellence.
Provide service excellence to customers with good attitude, can increase the positive corporate image.
This research aims to know there is not a relationship of service Customer Service against the
influence of the improvement of corporate image in PT. ACE Hardware Indonesia, Tbk. at Lenmarc
Mall Surabaya. The research method use is the method of quantitative research with correlation
approach. The sample use as many as 100 customers/ respondents who came to shopping at PT. ACE
Hardware Indonesia, Tbk. Lenmarc Mall Surabaya. Sampling technique used was Quota Sampling
with method of data collection is the spread of questionnaire. Data analysis use is simple correlation
analysis, t test and simple linear regression analysis with manual calculation. Based on the hypothesis
test result where NH>NT (9,8217>1,9842) there was significant influence between service of
Customer Service towards the improvement of the corporate image. And from the results of
correlation test of the 0,759 correation approach +1 with sig. 0,000>0,05 that there is a significant
influence on relations between the service of Customer service towards the improvement of the
corporate image.
Keywords: Service, Customer Service, Corporate Image.

References

Buku

Bungin, Burhan. 2005. Metodologi Penelitian

Kuantitatif Komunikasi, Ekonomi dan

kebijakan Publik serta Ilmu-Ilmu Sosial

Lainnya. Jakarta : Kencana Prenada

Media Group

Cangara, Hafied. 2005. Pengantar Ilmu

Komunikasi. Jakarta : PT Raja Grafindo

Persada

Dr. H. Mundir. 2013. Statistik Pendidikan:

Pengantar Analisis Data Untuk

Penulisan Skripsi dan Tesis. Yogyakarta

: Pustaka Pelajar

Firdaus, Aziz. 2012. Metode Penelitian.

Tangerang : Jelajah Nusa

Mulyana, Deddy. 2005. Ilmu Komunikasi Suatu

Pengantar. Bandung : PT Remaja

Rosdakarya.

Nova, Firsan. 2011. CRISIS Public Relations:

Strategi PR Menghadapi Krisis,

Mengelola Isu, Membangun Citra, dan

Reputasi Perusahaan. Jakarta : PT Raja

Grafindo Persada

Ruslan, Rosady. 2012. ManajemenPublic

Relations dan Media Komunikasi

(Konsepsi dan Aplikasi). Jakarta : PT

Raja Grafindo Persada

Ruslan, Rosady. 2010. Metode Penelitian:

Public Relations dan Komunikasi.

Jakarta. : PT Raja Grafindo Persada

Soemirat, Soleh dan Elvinaroo Ardianto. 2005.

Dasar-Dasar Public Relations.

Bandung: PT Remaja Rosdakarya.

Widjaja, A.W. 1993. Komunikasi : Komunikasi

dan Hubungan Masyarakat. Jakarta :

Bumi Aksara.

Internet

http://www.acehardware.co.id/id/about diakses

pada tanggal 30 April 2016

https://bintangkecilungu.wordpress.com/2010/10

/31/metode-penelitian-korelasional-2/

diakses pada tanggal 11 Mei 2016

http://www.duwiconsultant.blogspot.co.id/2011/

/analisis-regresi-liniersederhana.

html?m=1 diakses pada

tanggal 20 Juni 2016

http://jobdeskripsi.blogspot.co.id/2013/02/deskri

psi-kerja-customer-service-tugastanggung-

jawab.html diakses pada

tanggal 17 Februari 2016

(http://junaidichaniago.wordpress.com) diakses

pada tanggal 21 Juni 2016

(http://jamstatistic.

blogspot.co.id/2014/06/contohpenghitungan-

manualanalisis.

html?m=1) diakses pada tanggal

Juni 2016

Published
2018-06-06
Section
Articles