Halim, Jordy Gunarko (2019) The impact of service quality on customer satisfaction at pt agra garlica lestari medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
This research was conducted at PT. Agra Garlica Lestari. In this study, the researcher conducted testing and analyzing of the impact of service quality on customer satisfaction at PT. Agra Garlica Lestari. The decrease in customer satisfaction is caused by poor service quality.The theories used in this study relate to the theory of service quality and customer satisfaction. In this study, the method used by the author is a quantitative analysis method. The types of data used in this study are primary data and secondary data. This study uses convenience sampling method by taking a number of populations as samples to be tested using SPSS. The scale used to measure the variable is Likert scale. The total population is the same as the total sample which is 102 customers.Based on the results of testing the impact of service quality on customer satisfaction at PT. Agra Garlica Lestari, if revealed that brands have a positive correlation on purchasing decisions, with a correlation value of 0.721. The coefficient of determination R Square value is 0.519 which means that 51.9% customer satisfaction at PT. Agra Garlica Lestari is affected by service quality and the remaining 48.1% is of other factors outside this research.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, PT. Agra Garlica Lestari | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
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| Depositing User: | rony lubis | ||||||||
| Date Deposited: | 28 Jun 2021 08:54 | ||||||||
| Last Modified: | 14 Jan 2022 02:14 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/40010 |
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