The influence of employee performance towards customer satisfaction at CV.MILO Medan

Michella, Michella (2021) The influence of employee performance towards customer satisfaction at CV.MILO Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In running a business, every company has its own vision, mission and goals to be achieved such as in the service industry, employee performance is essential in supporting the success of a company.Customers are those who assess the employee performance because they are the person who directly experienced or received the service. Therefore, customer satisfaction can be determined from employee performance. This study aims to know the influence of employee performance towards customer satisfaction at CV.MILO Medan. The research methods used in this research is quantitative, descriptive method and correlational research method. The data in this research was collected by distributing a questionnaire to 100 respondents and the results was analyze by using SPSS 25. Based on the research result, employee performance and customer satisfaction have a very strong correlation with the value of Pearson Correlation is 0.892. The result of coefficient of determination value is 0.796 which indicates that employee performance has an influence towards the customer satisfaction by 79.6% and the other 20.4% is influenced by other factors. Based on the data analysis results and discussion, shows that employee performance has a positive and significant influence towards customer satisfaction./Dalam menjalankan bisnis, setiap perusahaan memiliki visi, misi dan tujuan yang ingin dicapai seperti dalam industri jasa, kinerja karyawan sangat penting dalam menunjang keberhasilan suatu perusahaan. Pelanggan adalah orang yang dapat menilai kinerja karyawan karena mereka adalah orang yang secara langsung mengalami atau menerima layanan tersebut. Jadi, kepuasan pelanggan dapat ditentukan dari kinerja karyawan. Penelitian ini bertujuan untuk mengetahui pengaruh kinerja karyawan terhadap kepuasan pelanggan di CV.MILO Medan. Metode penelitian yang digunakan dalam penelitian ini adalah kuantitatif, metode deskriptif dan metode penelitian korelasional. Pengumpulan data dalam penelitian ini dilakukan dengan menyebarkan kuesioner kepada 100 responden dan hasilnya dianalisis dengan menggunakan SPSS 25. Berdasarkan hasil penelitian, kinerja karyawan dan kepuasan pelanggan memiliki korelasi yang sangat kuat dengan nilai korelasi Pearson sebesar 0.892. Hasil nilai koefisien determinasi sebesar 0.796 yang menunjukkan bahwa kinerja karyawan memiliki pengaruh terhadap kepuasan pelanggan sebesar 79.6% dan 20.4% lainnya dipengaruhi oleh faktor lain. Berdasarkan hasil analisis data dan diskusi, menunjukkan bahwa kinerja karyawan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan.

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