The effect of service quality towards customer satisfaction at PT Bank Mestika Dharma Medan

Ng, Nickson (2020) The effect of service quality towards customer satisfaction at PT Bank Mestika Dharma Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

PT Bank Mestika Dharma which is the object of research is a company engaged in banking services. At this time the company is experiencing complaints on some of the services provided by employees who serve customers. Declining customer satisfaction still occurs in the company. It can be seen from several customer complaints as there is still a long queue in service at the bank, the employees who work less responsive and the availability of seats for customers who are still rated slightly. This triggers a decrease in customer satisfaction and customers often feel uncomfortable in conducting transactions in the company. Jumawan (2018), service quality indirectly and significantly affects entrepreneurs’ loyalty through entrepreneurs’ satisfaction. The research types by the writer are descriptive research and causal study with sampling technique using non probability sampling with Slovin formula. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, linearity test, heteroscedasticity test, coefficient of determination, multiple linear regression equation, and t-test. Regression test result Y = 7,250 + 0,603 X, determination test result 0,529 means that the 52,9% of service quality had influence to customer satisfaction. T-test result follows results partially obtained t count value of 10,267 with a significant value of 0,000. T count > t table or 10,267 > 1.985, and significance <0.05, Ha is accepted, meaning service quality has significant influence on customer satisfaction at PT Bank Mestika Dharma Based on the findings, the recommendation for PT Bank Mestika Dharma that service improvement can be done by providing training in providing services specifically to employees who are directly in providing services, with this case the ability of employees will increasingly increase in providing services to each customer. / PT Bank Mestika Dharma yang menjadi objek penelitian adalah perusahaan yang bergerak di bidang jasa perbankan. Pada saat ini perusahaan mengalami keluhan pada beberapa layanan yang diberikan oleh karyawan yang melayani pelanggan. Kepuasan pelanggan yang menurun masih terjadi di perusahaan. Hal ini dapat dilihat dari beberapa keluhan pelanggan karena masih ada antrian panjang dalam pelayanan di bank, karyawan yang bekerja kurang responsif, dan ketersediaan kursi untuk pelanggan yang masih berperingkat sedikit. Hal ini memicu penurunan kepuasan pelanggan dan pelanggan sering merasa tidak nyaman dalam melakukan transaksi di perusahaan. Jumawan (2018), kualitas layanan secara tidak langsung dan signifikan mempengaruhi loyalitas pengusaha melalui kepuasan pengusaha. Jenis penelitian yang penulis lakukan adalah penelitian deskriptif dan studi kausal dengan teknik pengambilan sampel menggunakan non probabilitas sampling dengan rumus Slovin. Metode analisis data yang digunakan dalam penelitian ini adalah statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, koefisien determinasi, persamaan regresi linier berganda, dan uji-t. Hasil uji regresi Y = 7.250 + 0,603 X, hasil uji determinasi 0,529 berarti bahwa 52,9% kualitas layanan memiliki pengaruh terhadap kepuasan pelanggan. Hasil uji-T mengikuti hasil yang diperoleh secara parsial nilai t hitung sebesar 10.267 dengan nilai signifikan 0,000. T hitung> t tabel atau 10,267> 1,985, dan signifikansi <0,05, Ha diterima, artinya kualitas layanan memiliki pengaruh signifikan terhadap kepuasan pelanggan pada PT Bank Mestika Dharma Berdasarkan temuan, rekomendasi untuk PT Bank Mestika Dharma bahwa peningkatan layanan dapat dilakukan dengan memberikan pelatihan dalam memberikan layanan khusus kepada karyawan yang secara langsung dalam memberikan layanan, dengan hal ini kemampuan karyawan akan semakin meningkat dalam memberikan layanan kepada setiap pelanggan.

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