Karya Kompetensi Profesi Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Golden Camp Muay Thai Gading Serpong Tangerang

Taswin, Inezha and Winata, Maria Angela and Stefany, Stefany (2016) Karya Kompetensi Profesi Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Golden Camp Muay Thai Gading Serpong Tangerang. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction is one of the crucial factor that can influence the success of a company because customer will be an important asset for the company’s present and future. With the right approach by delivering the product and service that fulfill customer’s expectation will lead to the customer’s satisfaction. The aim of this study is to identify the effect of 5 dimension of quality service on customer satisfaction. The concept of this research model was developed to examine the relationship between these two variables. In this study, the authors conducted the data collection by questionnaire methods using a non-probability convenience sampling techniques which distribute the questionnaires to people who is willing to be tested. This research was conducted in Golden Camp Muay Thai and the study requires a sample of 260 respondents from the customers who came to the Golden Camp Muay Thai that located in Gading Serpong and Pelita Harapan University. The result of this study support and indicate an impact of positive relationship that occurs between service quality and customer satisfaction in Golden Camp Muay Thai. There are some recommendations given by the authors to Golden Camp Muay Thai, that is the company should keep on to take notices, develops, and maintains the service quality that will be a strong factor for customer satisfaction.

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