Customer complaint handling affects customer purchase descision at Caffein Time, Medan

Jerry, Jerry (2020) Customer complaint handling affects customer purchase descision at Caffein Time, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Caffein Time in Cemara Asri is one of the favorite culinary places in Medan. Good place for relax, chat, client meeting or just selfie breaktime with their various snack and of course great coffee taste for caffein addicted.Customer complaint handling is form of services to decrease customer dissatisfaction and at the same time increase customer satisfaction. Kurtenbach (2000) explains that those who are successful in customer service rank their customers experience as the top priority. In this research, the writer uses descriptive and correlational research design. Descriptive research is all about describing certain phenomena, characteristics or functions. It can focus on one variable or on two or more variables at the same time. Descriptive research is an analysis with the aim to determine, collect, classify, and obtain data so that the writer can describe the results in the skripsi. It is a method of analysis which the data are collected, composed, classified and analyzed so that it could give a description to the condition faced by the company. According to (Siegle, 2015), Correlation has a direction and can be either positive or negative. With a positive correlation, individuals who score above (or below) the average (mean) on one’s measure tends to score similarity above the average on the other measure. From the Coefficient of Correlation and Determinant test, it shows that the correlation of variable X and Y is 0.889, which means there is a positive relationship between two variables. According to the test result using SPSS 20 with the data gained from Caffein Time Medan and its customers, based on the 30 pre test samples and 69 real samples, Customer Complaint Handling does affect Customer Purchase Decision at Caffein Time Medan. This hypothesis is calculated with Z test given result that Zcount (7.3308) is higher than Ztable (1.96)./Caffein Time di Cemara Asri merupakan salah satu tempat kuliner favorit di Medan. Tempat yang bagus untuk bersantai, mengobrol, bertemu klien atau sekedar selfie dengan berbagai cemilan mereka dan tentunya rasa kopi yang enak untuk pecandu kafein. Penanganan keluhan pelanggan merupakan salah satu bentuk pelayanan untuk mengurangi ketidakpuasan pelanggan sekaligus meningkatkan kepuasan pelanggan.Kurtenbach (2000) menjelaskan bahwa mereka yang sukses dalam layanan pelanggan menempatkan pengalaman pelanggannya sebagai prioritas utama.Dalam penelitian ini penulis menggunakan desain penelitian deskriptif dan korelasional. Penelitian deskriptif adalah tentang mendeskripsikan fenomena, karakteristik, atau fungsi tertentu. Ini dapat fokus pada satu variabel atau pada dua atau lebih variabel pada saat yang bersamaan. Penelitian deskriptif merupakan suatu analisis yang bertujuan untuk menentukan, mengumpulkan, mengelompokkan, dan memperoleh data agar penulis dapat mendeskripsikan hasil dalam skripsi. Merupakan suatu metode analisis dimana data dikumpulkan, disusun, diklasifikasikan dan dianalisis sehingga dapat memberikan gambaran tentang kondisi yang dihadapi perusahaan. Menurut (Siegle, 2015), korelasi memiliki arah dan dapat bersifat positif maupun negatif. Dengan korelasi positif, individu yang mendapat skor di atas (atau di bawah) rata-rata (mean) pada satu ukuran cenderung untuk mendapatkan kesamaan skor di atas rata-rata pada ukuran lain. Dari uji Koefisien Korelasi dan Determinan diketahui bahwa korelasi variabel X dan Y sebesar 0,889 yang berarti terdapat hubungan positif antara dua variabel. Berdasarkan hasil pengujian menggunakan SPSS 20 dengan data yang diperoleh dari Caffein Time Medan dan pelanggannya, berdasarkan 30 sampel pre test dan 69 sampel nyata, Penanganan Pengaduan Pelanggan berpengaruh terhadap Keputusan Pembelian Pelanggan pada Caffein Time Medan. Hipotesis ini dihitung dengan uji Z memberikan hasil bahwa Zhitung (7,3308) lebih tinggi dari Ztabel (1,96).

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Jerry, JerryNIM00000011072jerryzhong27@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAssaly, ArifinNIDN0110015701arifinassaly@yahoo.com
Uncontrolled Keywords: Customer Services, Customer Complaint Handling, Customer Satisfaction, Customers Purchase Decision.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 9134 not found.
Date Deposited: 18 Aug 2020 08:38
Last Modified: 17 Jan 2022 08:01
URI: http://repository.uph.edu/id/eprint/10450

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