The impact of service recovery on customer satisfaction in family business at PRIMA DIESEL MEDAN

Michelle, Michelle (2018) The impact of service recovery on customer satisfaction in family business at PRIMA DIESEL MEDAN. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The goal of service recovery is to address customer complaints, restore customer satisfaction and prevent customer exits. A successful service recovery has a positive impact on the overall satisfaction towards the company which ultimately leads to positive word-of-mouth and repeats purchase behaviour. The objective of this study is to know the impacts of service recovery on customer satisfaction at Prima Diesel Medan The methods used by the writer in this research are descriptive method and correlational method. Data used in this research are primary data and secondary data. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, coefficient of correlation, coefficient of determination, linear regression analysis and Z test. Based on research’s result, the conclusion of this research is that service recovery has significant impact on customer satisfaction in Prima Diesel Medan. From Z test, it can be known that Zcount (9.63) is higher than Ztable (1.96) with result that there is impact of service recovery on customer satisfaction. The determination test shows that coefficient of determination value is 71.4%. It shows that contribution of service recovery to customer satisfaction is high. There is strong and positive relationship between service recovery and customer satisfaction. It can be seen from the results that coefficient of correlation value isin 0.845.

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