The effect of quality of service on customer satisfaction at Rumah Bakery at Marelan Medan branch

Sharon, Sharon (2021) The effect of quality of service on customer satisfaction at Rumah Bakery at Marelan Medan branch. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pesaing ketat akhir-akhir ini, dan untuk berkembang dalam lingkungan yang kompetitif ini, bisnis tidak hanya perlu meningkatkan kualitas produk, tetapi juga meningkatkan kualitas layanan. Kualitas pelayanan merupakan salah satu faktor yang menyebabkan konsumen dapat memberikan hasil pelayanan yang dipersepsikan dengan pelayanan yang diharapkan. Kualitas layanan berdampak besar pada kepuasan pelanggan. Tujuan dari penelitian ini adalah untuk mengetahui seberapa penting pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Rumah Bakery Cabang Marelan Medan. Untuk memahami hubungan antara kualitas layanan dan kepuasan pelanggan Ada dua macam metode pengambilan sampel yang dapat digunakan untuk mendapatkan sampel dalam penelitian: probability sampling dan non-probability sampling. Probability sampling adalah metode pengambilan sampel yang memberikan persamaan pada setiap elemen populasi yang akan dipilih sebagai anggota sampel, sedangkan non probability sampling merupakan metode pengambilan sampel yang tidak memberikan kesempatan yang sama kepada elemen atau anggota populasi untuk dipilih sebagai Sebuah sampel. Hasil uji-t menunjukkan nilai t-tabel 1,96, t-hitung (25,886)> t-tabel (1,96). Artinya hipotesis nol (H0) ditolak dan hipotesis alternatif (Ha) diterima. Yang menyimpulkan bahwa terdapat pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Rumah Bakery Cabang Marelan Medan. Perusahaan sendiri harus lebih memperhatikan pelayanan yang diberikan karena dapat mempengaruhi kepuasan pelanggan./Competitors is tight lately, and in order to thrive in this competitive environment, businesses need not only to increase product quality, but also to improve service quality. Service quality is one of the factor that consumers can give result of perceived service with the expected services. Service quality have a huge impact on customer satisfaction. The purpose of this study is understanding how essential the influence of service quality is on customer satisfaction at Rumah Bakery at Marelan Medan branch. To understand the relationship between of quality of service and customer satisfaction There can be two kinds of methods of sampling that can be used to obtain samples in research: probability sampling and non-probability sampling. Probability sampling is a method of sampling that provides equality for each element of population to be selected as sample members, while non-probability sampling is a method of sampling that does not provide equal opportunity to the element or member of the population to be selected as a sample. The result of T-test shows that the t-table value is 1.96, t-count (25.886) >t-table (1.96). It means that the null hypothesis (H0) is rejected and alternate hypothesis (Ha) is accepted. Which conclude that there is an effect of quality of service on customer satisfaction at Rumah Bakery at Marelan Medan branch. The company itself should give more attention on the services provided as it can affect customer’s satisfaction.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Sharon, SharonNIM03011170079tjiawisharon@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAssaly, ArifinNIDN0110015701arifin.assaly@lecturer.uph.edu
Uncontrolled Keywords: quality of service ; customer satisfaction
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
Depositing User: Users 12532 not found.
Date Deposited: 29 Jul 2021 15:48
Last Modified: 18 Jan 2022 06:02
URI: http://repository.uph.edu/id/eprint/40770

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