The impact of service quality on customer satisfaction at pt. sumatra sarana sekar sakti medan

Huang, Bella valentia (2019) The impact of service quality on customer satisfaction at pt. sumatra sarana sekar sakti medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The research is done to PT Sumatera Sarana Sekar Sakti. The company is a freight forwarding company established since 1990. PT Sumatra Sarana Sekar Sakti Medan is freight forwarding company, this company headquartered in Medan and has company branches spread across several Indonesian islands.Phenomenon in the company is the decline number of customers. It was known that there was a complaint regarding their service and delay of commodity delivery.This research uses the theories about service quality and its impact on customers satisfaction. The purpose of this research is to reveal whether there is any effect between service quality and customer satisfaction. Furthermore, this research will also help the other company to know and get more knowledge about this field. This research is using descriptive and correlation method. In this study the population was PT Sumatera Sarana Sekar Sakti Medan customers as many as 183 customers. As calculated by using Slovin’s formula the sample size is 126 customers.Based on research result, the simple linear regression showed equation of Y = 12.687 + 0.417 X. It means that the variable service quality has a straight relationship to customer satisfaction, that if there is an increase on service quality, the customer satisfaction will also increase.The conclusion of this study is the significant moderate and positive contribution between service quality and customer satisfaction. It distributed to companies in order to improve its service in terms of speed of response to customer needs.

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