Analysis of service quality to customer satisfaction at pt raya utama travel

Salim, Claudia Permata (2019) Analysis of service quality to customer satisfaction at pt raya utama travel. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Challenges that the company faces are trying to strive in the competitive market. Companies take the customer satisfaction in building business and to prove that the success of a company relies on relationship development. The satisfaction of the customers provides a company to gain higher customer loyalty that resulted in the increasing of company profitability, the purchase of new goods and the purchase of goods by customers who have been encouraged by the satisfied customers.Service quality can be known by comparing consumers' perceptions of services that they clearly receive or obtain with the services they actually expected want from the service attributes of a company. If the perceived service is as expected, the quality of service is perceived as good and satisfying, if the service received exceeds consumer expectations, then the quality of service is perceived as very good and quality. Conversely, if the service received is lower than expected, then the quality of service is perceived poorly. According to Wijayanti (2017, p. 179-180), the trigger of consumer satisfaction is the product, business or core services offered to consumers, support service systems, technical performance, other supporting interaction elements with consumers and emotional elements. Supporting service systems, including delivery systems, pricing, product warranties, complaint handling schedules, and other features that enhance and support service or core products Can be given conclusions from the main theory explained, that service quality becomes the main thing that must be considered in achieving customer satisfaction. Service quality is an added value especially to achieve satisfaction in companies with a focus on services

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