Analysis of the effect of service quality towards customer satisfaction in MAXX COFFEE at LIPPO PLAZA MEDAN

David, David (2018) Analysis of the effect of service quality towards customer satisfaction in MAXX COFFEE at LIPPO PLAZA MEDAN. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (182kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (697kB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (231kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (285kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (342kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (474kB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (245kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (196kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (757kB)

Abstract

Service is very important for the life of a company, because without customers, there will be no sales and purchase transactions between the company and customers. Service is also a very important factor, especially for companies that engage in services. For that, service activities of the companies must be oriented to customer satisfaction. Quality of service given to the consumer must function better to provide maximum satisfaction. Therefore, the services provided must be done in accordance with the service function. The result of this research is similar with the previous researches, in which service quality has significant and positive effect towards customer satisfaction. The writer distributed questionnaires to 86 respondents with the aim to investigate the effect of service quality towards customer satisfaction at Maxx Coffee Lippo Plaza Medan. All questions in questionnaire are valid by using validity test, in which the rcount value is greater than rtable value. All the data are also reliable because the Cronbach’s Alpha value for each variable is greater than 0.6. Data are also normally distributed because the value of normality test (Asymp.Sig 2-tailed) is 0.416, which is greater than 0.05. The correlation test results between 2 variables is 0.831, which means that the strength between two variables are significantly strong and positive. Determination test (Rsquare) results is 0.690, which means that service quality has effect on customer for every 1 unit increase in service quality, customer satisfaction will increase by 0.804. Hypothesis test results is 7.66 which is greater than Ztable (1.96), which led to H0 being rejected and HA being accepted; this means that service quality affects customer satisfaction at Maxx Coffee Lippo Plaza Medan.

Actions (login required)

View Item