ANALISIS PERBEDAAN KINERJA PERUSAHAAN SEBELUM DAN SESUDAH MENGGUNAKAN METODE SUB DISTRIBUTOR DAN FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA PT. JOHNSON & JOHNSON INDONESIA DI MADURA
Daftar Isi:
- In the end of 2005, Johnson & Johnson's Distributor in Surabaya had a productivity decrease due to high operational cost. It was the impact of the Indonesia Government policy to increase BBM Since November 2005, the company policy to decrease an operational cost without sacrificing service to the customer, so the customer still have Johnson & Johnson's product in fairly number, time, quality, place and value by using Sub distributor method. By using Sub-distributor Method instead of Canvass Van Method, the evaluation shows that it is more efficient than Canvass Van Method which is increase of operational cost. Form this review, in fact there is a significant productivity proven differently after using sub-distributor method, besides in the customer satisfaction degree. In this review also found there is simulate interference and significant form the service indicator such as order frequency, lead time I order in transit, day and time call to store, product availability, accurate order as product receipt, accurate invoicing or billing process and buying price. Otherwise, a significant partial interference found in the order frequency indicator, product availability and accurate order as product receipt. Lead time I in transit order, time of call to store, accurate invoicing or billing process and buying price has un-significant interference with customer satisfaction. This review recommended to improve productivity by using Sub-Distributor method, basically for area with more than 50 km from Distributor and covered by Canvass Van.