The effect of service quality toward customer satisfaction in pt vardion digital nebula at jakarta

Tania, Noreen (2019) The effect of service quality toward customer satisfaction in pt vardion digital nebula at jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This thesis is the result of a study that illustrates how much influence the quality of service on customer satisfaction at PT Vardion Digital Nebula in Jakarta. Quality of service is an effort to deliver services to meet the needs and desires of customers and the accuracy of delivery to fulfill consumer expectations. The researcher uses service quality theory by Tjiptono, 5 dimensions that make up service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Consumer satisfaction variable the researchers used the theory by Kotler, 3 aspects that formed customer satisfaction, namely loyalty to product, the existence of positive reviews, and company. This study uses a quantitative approach and the population is PT Vardion Digital Nebula Customers in the city of Jakarta. With a total sample of 100 people. The measuring instrument used was a scale of service quality consisting of 10 items and a scale of customer satisfaction consisting of 5 items. The results of this study are that there is a strong positive effect on service quality on consumer satisfaction with PT Vardion Digital Nebula's service users in Jakarta. So the better the quality of service provided, the higher the level of customer satisfaction, and vice versa. Based from the study, the authors propose the following suggestions: PT Vardion Digital Nebula must maintain the quality of service they display. Quality of service is one important factor to make consumers feel satisfied. Service to qualified customers is the key to success and the foundation for building a company's success.

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