After Sales Service Analysis At PT Daya Kobelco CMI Banjarmasin

Maharani, Sari Hepy and Fitriani, Fitriani and Shintia, Novi (2016) After Sales Service Analysis At PT Daya Kobelco CMI Banjarmasin. International Seminar (ASAIS) 2016, 1 (1). pp. 87-94. ISSN ISSN 2302-786X

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Abstract

After- sales services have proven to be of importance, and a strategic after- sales framework is necessary. Three major activities that play a crucial role within the after- sales services in the manufacturing industry are field technical assistance, spare parts distribution and customer care. However, intensive studies regarding after-sales in a specific industry are lacking. This research focused on the Kobelco heavy equipment machinery industry organization, the purpose of this study is to investigate the major activities of after- sales service focusing on customer relationship among three classified sizes of after- sales service providers. A qualitative research has been carried out in the form of semi-structured interviews. The study reveals that PT. Daya Kobelco CMI Banjarmasin still needs much improvement role in the spare part management and scheduling of the mechanic.

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