The effect of service quality towards customer's satisfaction at UD. KENKO WASH LAUNDRY IN CEMARA ASRI

Ongen, Winnie (2018) The effect of service quality towards customer's satisfaction at UD. KENKO WASH LAUNDRY IN CEMARA ASRI. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The service industries for these past years have been increasing and customer has a certain expectation on the service quality that the industry should delivere.So in order to fulfill what the customer wants and needs , the service industry needs to give a certain standard of quality. This study tried to survey UD.Kenko Wash Laundry service quality that has been operating for several years whether they have reached the certain standard quality about customer wants and needs. As this research paper, it will be using service quality as its independent variable , and there are 5 indicators that are tangibles , reliability , responsiveness, assurance and empathy. On the other hand , the dependant variable is customer’s satisfaction and there are expectation , customer perception , customer experience,customer opinion, customer emotions and recommendation. The purpose of this research is to analyze the effect of service quality towards customer’s satisfaction at UD. Kenko Wash Laundry. The type of research used is data quality testing and hypothesis testing using 45 customers from UD.Kenko Wash Laundry. The results of the data analysis obtained are the proceeded in the form of quantitative analysis by utilizing the SPSS 20 program, which includes the validity test, reliability test, normality test, coefficient of correlation test, coefficient of determination test, and simple linear regression test, which is followed by the hypothesis test.The result of this research is concluded that service quality does affect customer satisfaction at UD. Kenko Wash Laundry in Cemara Asri Medan. Furthermore, the hypothesis test is also concluded that service quality has a positive and significant effect on customer satisfaction at UD.Kenko Wash Laundry in Medan.

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