The influence of service quality towards customer satisfaction at pt. asia mewah wisata medan

Fernaldi, Felix (2019) The influence of service quality towards customer satisfaction at pt. asia mewah wisata medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Services are economic activities between two parties, implying that value is created for both seller and buyer. Customers buy services because they are looking for desired results (both functional and experiential). In fact, many firms explicitly market their services as “solutions” to prospective customers’ needs. While customers expect to obtain value from their service purchases in exchange for their money, time, and effort, this value comes from a variety of value creating elements rather than transfer of ownership. Quality of service and customer satisfaction are the basic ideas to be understood by businesses if they want to be able to compete and develop and provide quality service. Customer satisfaction is a beneficial impact not only on company profitability, but also the establishment of any good company and leads to repeated purchases and brand loyalty.This research was conducted by using quantitative method. Data used in this research are primary data and secondary data. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, correlation test, determination test, analysis of linear regression equation, and T�test.Based on the data analysis, the coefficient of linear regression = 0.360 (positive). This means that service quality (X) has positive influence towards customer satisfaction (Y). The result of hypothesis test by using T-Test, the value of Sig. = 0.021. It means that hypothesis alternative is accepted because the value of Sig. < 0.05. Therefore, service quality has significant influence on customer satisfaction at PT. Asia Mewah Wisata Medan.Based on the research, the service quality at PT. Asia Mewah Wisata Medan was at moderate stage. This condition should be increased in the future by consider the indicators of service quality, including: tangibility, reliability, responsiveness, assurance, and empathy. The customer satisfaction at PT. Asia Mewah Wisata Medan was at moderate stage. Thus, they still need to make some improvements to fullfill their customer satisfaction.

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