Influencing factors of customer satisfaction of calcium market in Indonesia: a case study of PT. XYZ

Sujono, Yusuf Ary Mathea (2007) Influencing factors of customer satisfaction of calcium market in Indonesia: a case study of PT. XYZ. Bachelor thesis, Petra Christian University.

Abstract

Although there is a cross over, business-to-business (B2B) marketing is different from consumer (B2C) marketing in deep and fundamental ways, of which certainly affects the way that business-to-business marketing should be carried out. There are five hygiene factors, which comprise of quality, service, price, reliable delivery, speedy delivery, dominating the minds of buyers of business-to-business market. These factors are the primary factors which buyers experience. Additionally, company, which is able to deliver pleasant experience to its customer, will gain loyalty from customer through time. This research is aimed to identify factors with significant relationship towards customer satisfaction. Analysis is taken by employing cross tabulation analysis (Chi-square) and validity and reliability tests. All in all, despite that PT XYZ is able to satisfy most customers, it is found that PT XYZ is not able to optimize its customer experience management in order to control customer satisfaction. It is found that there is no significant relationship between length of becoming PT XYZ's customer and overall customer satisfaction. Furthermore, speedy delivery appears to be the most significant independent variable towards overall satisfaction. It is, then, followed by quality, service, reliable delivery, and price.

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