The influence of service quality towards customer satisfaction at pt. sumatra sarana sekar sakti medan

Saputra, Kedi (2019) The influence of service quality towards customer satisfaction at pt. sumatra sarana sekar sakti medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Service quality is a significant idea for the business because it is essential if clients are to achieve superior value. Service quality is strongly linked to customer satisfaction, loyalty and even profitability in many literatures. The aim of offering Quality of service is to meet the clients. Measuring the quality of service is a better way of finding out if a service is good or bad or if the customer is satisfied.One of the most important objectives that any company seeking a long-term client connection considers the priority of customer satisfaction. The customer’s view of service quality is one of the key factors determining client satisfaction. A comparison of the expectations of the clients and its subsequent service quality results is defined as a consequence of customer satisfaction.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 Z�test. Based on the data analysis, the coefficient of linear regression = 0.419 (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. = 0.000. It means that hypothesis alternative is accepted because the value of Sig. < 0.05.Based on the research, the service quality at PT. Sumatra Sarana Sekar Sakti Medan was at moderate stage. This condition should be increased in the future by considering the indicators of service quality, including tangibility, reliability, responsiveness, assurance, and empathy. The customer satisfaction at PT. Sumatra Sarana Sekar Sakti Medan was at moderate stage. Thus, it still need to make some improvements to fullfill its customer satisfaction. The company needs to give more attention to the indicators of customer satisfaction, including: the willingness to recommend, the interest of repurchase, suitability of expectation.

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