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Research Paper | Economics | Indonesia | Volume 6 Issue 8, August 2017

Analysis Effectiveness of Flow Warranty Claim Management in Automotive Company

Syurwana Farwita

Abstract: Handling of warranty claim on the automotive company is one way to attract customers. This management involved a lot of labor, work-time and the company's investment. The customer complaints are a lack of employee attention, checks, and artistry, and claims after the service process. The aim of this study is to assess the effectiveness of the handling of Warranty Claim flow with quantitative methods. Management effectiveness reviewed at the level of success of the program and customer service. The focus of research is the workshop of an automotive company in Makassar. All employees of automotive businesses in Makassar, South Sulawesi, are the population of the investigation. The number of the sample is 60 people or ten people in each division. Data collection instrument was a questionnaire and observation. The results showed that the success rate is considered active program indicated at all stage. The flow handling from the acceptance stage to delivery service meant efficiently. The result recognized that the system is feasible for similar companies.

Keywords: Warranty Claim, Effectiveness, Customer Service

Edition: Volume 6 Issue 8, August 2017,

Pages: 1696 - 1698