The effect of service quality towards customer satisfaction in cv otto golden medan

Darren, Darren (2019) The effect of service quality towards customer satisfaction in cv otto golden medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

CV Otto Golden is a company that engaged in selling lightning and furniture products. From pre-survey, the writer observes that the service quality provided by the employee is not bad but improvement is still needed. The research is conducted at CV Otto Golden to examine the effect of Service Quality towards Customer Satisfaction. Quality is closely related to customer satisfaction. Quality offers customers with accountability to build excellent long-term relationships for the business.The method used by the writer in this research is descriptive method, correlational method and causal relationship. The sampling method used in this research is simple random sampling. The type of research used is quantitative research. Data analysis used in this research are validity, reliability, normality, linearity, descriptive statistic, coefficient of correlation, coefficient of determination, simple linear regression equation and hypothesis test using Z-test. Based on the analysis that have been made the result are the coefficient of correlation is 0.608. The coefficient of determination is 0.370 which means 37. The simple linear regression analysis is Y = 11.525+0.490X. Thus, hypothesis alternative (Ha) is accepted that Service Quality has significant influence on Customer Satisfaction at CV Otto Golden.CV Otto Golden should hire professional employee and give a training to all of the employee because well-trained employee can provide the best suggestion and clear information about the problems. CV Otto Golden must also provide more varieties of product and make attractive sales event so that customer can feel more satisfied.

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