The influence of service quality towards customer satisfaction at pt. sinar menara deli

Neryssa, Neryssa (2019) The influence of service quality towards customer satisfaction at pt. sinar menara deli. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research is done at PT. Sinar Menara Deli, This company engaged in developer and property business. This Superblock is built on 5.2 hectare land which comprises Exclusive Apartment, Premium Apartment, Tribeca Condominium, Premium Office Tower, Luxurious Shopping Mall & Hotel. The objective of this research is to know whether service quality has influence towards customer satisfaction. This research aims to determine, review and analyze the influence of service quality towards customer satisfaction at PT. Sinar Menara Deli. Customer satisfaction is a very significant component in the world of business, in particular in service, and it also contributes to preserving and expanding into a advanced company. The quality of service issue therefore becomes one of the key determinants for the effectiveness of a company.This research was conducted by using quantitative method by distributing questionnaire to a total 73 respondents who are the customers of PT. Sinar Menara Deli by using slovin‟s formula. 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 = 0.467 (positive). This means that service quality (X) has positive influence towards customer satisfaction (Y). The result of hypothesis test by using Z-Test, the value of Zcount = 4.38. It means that hypothesis alternative is accepted because Zcount (4.38) > Ztable (1.96). Therefore, service quality has a significant influence on customer satisfaction at PT. Sinar Menara Deli.For the companies it is recommended to always maintain the quality of service even increasing the performance in order to give the best service to their customers. In addition, it would be great if the company also focuses on how to make the customers loyal through various loyalty programs that fit the needs and desires of customers

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