The Effect of service quality towards customer satisfaction At Zengarden Spa Medan

Widjaja, Juliana (2020) The Effect of service quality towards customer satisfaction At Zengarden Spa Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Entrepreneurial mindset is essential when it comes to entrepreneurship as it will help the entrepreneur in other areas. Integrating an entrepreneurial mindset will help the entrepreneur reduce the impact of failure and help continue to move forward when things are not going well. There are so many kinds of business growing these days, including spa. Spas can be found easily at malls, hotels, resorts, as well as at the gym. Customer satisfaction is very crucial in business; therefore every single company should prioritize their customer satisfaction as it can make impact on so many aspects in the business. Company should provide good service quality in order to succeed as it is one of the key factors to succeeding. Company must have good service quality standards in order to provide excellent service. By providing excellent service, it will in turn make the company gain customer satisfaction. The object for this research is Zengarden Spa Medan. Zengarden Spa Medan is one of the famous spas in Medan. They offer a lot of different massages and treatments for their customers. With Hair’s theory, the researcher should at least distribute 90 questionnaires. The researcher ended up distributing 100 questionnaires to Zengarden Spa Medan’s customers. This research uses purposive sampling. Based on the analysis that has been made, the results show that the coefficient of correlation is 0.788 which means the relationship between variables is strong and the significance has a positive relationship. For the coefficient of determination, it is 62.2%. The t-stat for service quality is 12.691 which is greater than t-value (12.691>1.661). That being said, the hypothesis is accepted and service quality has effect towards customer satisfaction at Zengarden Spa Medan. / Pola pikir wirausaha sangat penting dalam hal kewirausahaan karena akan membantu wirausahawan di bidang lain. Mengintegrasikan pola pikir wirausaha akan membantu wirausahawan mengurangi dampak kegagalan dan membantu terus bergerak maju ketika segala sesuatu tidak berjalan dengan baik. Ada begitu banyak jenis bisnis yang berkembang, termasuk spa. Spa dapat ditemukan dengan mudah di mal, hotel, resort, serta gym. Kepuasan pelanggan sangat penting dalam bisnis, oleh karena itu setiap perusahaan harus memprioritaskan kepuasan pelanggan mereka karena dapat berdampak pada begitu banyak aspek dalam bisnis. Perusahaan harus memberikan kualitas layanan yang baik agar berhasil karena itu adalah salah satu faktor kunci untuk berhasil. Perusahaan harus memiliki standar kualitas layanan yang baik untuk memberikan layanan prima. Dengan memberikan layanan prima, pada gilirannya akan membuat perusahaan mendapatkan kepuasan pelanggan. Objek penelitian ini adalah Zengarden Spa Medan. Zengarden Spa Medan adalah salah satu spa terkenal di Medan. Zengarden Spa menawari berbagai macam pemijatan dan perawatan untuk pelanggan mereka. Dengan teori Hair, peneliti harus membagikan kuesioner kepada setidaknya 90 pelanggan. Peneliti berakhir dengan membagikan kuesioner kepada 100 pelanggan Zengarden Spa Medan. Penelitian ini menggunakan purposive sampling, dengan teori Hair et al. Berdasarkan analisis yang telah dilakukan, hasil penelitian menunjukkan bahwa koefisien korelasi adalah 0,788 yang berarti hubungan antar variabel kuat dan signifikansi memiliki hubungan positif. Untuk koefisien determinasi, 62,2%. T-stat untuk kualitas layanan adalah 12.691 yang lebih besar dari nilai t(12.691> 1.661). Karena itu, hipotesis diterima dan kualitas layanan berpengaruh terhadap kepuasan pelanggan di Zengarden Spa Medan.

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