The influence of service quality on customer satisfaction at family business PT Top Remit Medan

David, David (2019) The influence of service quality on customer satisfaction at family business PT Top Remit Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In every business, focus on customer satisfaction is really important for as only businesses with a focus on customer satisfaction will thrive. This is why the satisfaction of customers must become the company’s priority. Hence, the objectives of this research are to prove whether Service Quality influence the Customer Satisfaction at family business PT Top Remit Medan. Service quality has been defined as the consumers’ overall impression of the relative inferiority / superiority of organization and its services. Customer satisfaction as it is predetermined by how the expectations of customers are met. Moreover, customer’s satisfaction judgement purely depends on emotional elements such as after the service quality customers feel happy, pleasant or joyful and these lead to the ultimate satisfaction. The writer use convenience sampling to gather the data from the customers. There are 44 respondents have been gathered during a one-week time that have been set up for the convenience sampling. From the data analysis, the hypothesis test with the value of Zcount (5.245) higher than Ztable (1.96) shows that Service Quality has influence on Customer Satisfaction at family business PT Top Remit Medan. Service Quality impact 64 percent on Customer Satisfaction. PT Top Remit Medan have to improve their website page or even create their own application in order to improve the service quality for the customers.

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