The effect of service quality and customer satisfaction towards customer loyalty at PT. Ocean Network Express Medan

Anjeli, Nina (2021) The effect of service quality and customer satisfaction towards customer loyalty at PT. Ocean Network Express Medan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (979kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (399kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (5MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (693kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (5MB)

Abstract

The purpose of this study was to examine the effect of service quality and customer satisfaction on consumer loyalty at PT. Ocean Network Express. The object of research used in this study is a customer of PT. Ocean Network Express. Descriptive and causal studies were used to analyze a sample of 118 customers. Respondents are customers of PT. Ocean Network Express was taken using non-probability sampling criteria using sampling judgement technique. The distribution of the questionnaires has passed the validity and reliability tests. The results of hypothesis testing indicate that service quality and customer satisfaction have a positive influence on consumer loyalty at PT. Ocean Network Express. Based on the results of the t test has a value of 2,346 > 1,980 for service quality and 5,931> 1,980 with a coefficient of determination of 28.7% Suggestions can be given to companies to improve service quality, namely by being friendly to consumers when providing services, asking for input from consumers regarding the services provided. To increase customer satisfaction, loyalty programs can be given to consumers, such as in getting points that can be used to get discounted prices./Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen pada PT. Ocean Network Express. Objek penelitian yang digunakan pada penelitian ini merupakan pelanggan dari PT. Ocean Network Express. Studi deskriptif dan kausal digunakan untuk menganalisis sampel dari 118 pelanggan. Responden adalah pelanggan PT. Ocean Network Express diambil menggunakan kriteria non- probability sampling dengan menggunakan judgemental sampling technique. Penyebaran kuesioner yang dilakukan telah lolos uji validitas dan reliabilitas. Dari hasil pengujian hipotesis menunjukkan bahwa kualitas pelayanan dan kepuasan konsumen memiliki pengaruh positif terhadap loyalitas konsumen pada PT. Ocean Network Express. Berdasarkan hasil uji t memiliki nilai 2.346> 1.980 untuk kualitas pelayanan dan 5.931> 1.980 dengan nilai koefisien determinasi sebesar 28.7% Dapat diberikan saran kepada perusahaan, untuk meningkatkan kualitas pelayanan yaitu dengan bersikap ramah kepada konsumen ketika mememberikan pelayanan, meminta masukan dari konsumen terkait pelayanan yang diberikan. Untuk meningkatkan kepuasan konsumen dapat diberikan program loyalitas kepada konsumen seperti dalam mendapatkan poin yang dapat digunakan untuk mendapatkan potongan harga.

Actions (login required)

View Item