Sunarli, Erwin (2021) The effect of trust towards customer satisfaction at CV Cipta Rasa Perkasa. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The aim of this study was to examine the effect of trust on customer satisfaction at CV Cipta Rasa Perkasa. The object of research in this study is the customer of CV Cipta Rasa Perkasa. Complaints from customers regarding the problem of damaged packaging, overloaded demand so that sometimes orders are not completed on time, and inconsistent product contents due to an increase in raw material prices. Trust is customer awareness to provide confidence in a product. However, in the problems of business activities in the company, complaints from customers still occur and tend to increase, will reduce the trust that customers have. And this is certainly not good for the company's business continuity. Descriptive and causal study are used to analyze the sample of 45 customers. The research method uses quantitative research. The respondents are customers of CV Cipta Rasa Perkasa taken using non probability sampling criteria that is saturated sampling. In testing the data, the researcher uses SPSS as a data analysis tool. The questionnaires have passed the validity and reliability test. The data tested also passed the normality test, heteroscedasticity and linearity tests. The equation obtained is Y = 20,254 + 0,439 X. The value on the coefficient of determination shows 33.6% of trust that affects customer satisfaction at CV Cipta Rasa Perkasa. It can be suggested that the company needs to take various steps to get top priority in purchasing products from customers such as giving discounts to certain purchases, holding promotional prizes, and providing payment relief. Improving customer satisfaction can be done by handling the complaints as best as possible and providing good explanations to customers. This will improve customer satisfaction./Tujuan dari penelitian ini adalah untuk menguji pengaruh kepercayaan terhadap kepuasan konsumen di CV Cipta Rasa Perkasa. Objek penelitian pada penelitian ini merupakan pelanggan dari CV Cipta Rasa Perkasa. Keluhan dari pelanggan mengenai masalah kerusakan kemasan, permintaan yang berlebihan sehingga terkadang pesanan tidak selesai tepat waktu, dan isi produk yang tidak konsisten akibat kenaikan harga bahan baku. Kepercayaan sebagai kesadaran pelanggan untuk memberikan kepercayaan pada suatu produk. Namun dalam permasalahan kegiatan bisnis di perusahaan, keluhan dari pelanggan yang masih terjadi dan cenderung menunjukkan peningkatan dapat menurunkan kepercayaan yang dimiliki pelanggan. Dan hal ini tentunya tidak baik untuk kelangsungan bisnis perusahaan. Studi deskriptif dan kausal digunakan untuk menganalisis sampel dari 45 pelanggan. Metode penelitian menggunakan penelitian kuantitatif. Responden adalah pelanggan CV Cipta Rasa Perkasa yang diambil dengan menggunakan kriteria non probability sampling dengan menggunakan metode sampling jenuh. Pada pengujian data akan menggunakan SPSS sebagai alat analisis data. Penyebaran kuesioner yang dilakukan telah lolos uji validitas dan reliabilitas. Data yang diuji juga lolos uji normalitas, uji heteroskedastisitas dan uji linieritas. Persamaan yang diperoleh adalah Y = 20.254 + 0,439 X. Nilai koefisien determinasi menunjukkan 33,6% bahwa kepercayaan mempengaruhi kepuasan konsumen pada CV Cipta Rasa Perkasa Disarankan kepada perusahaan agar perusahaan perlu mengambil berbagai langkah untuk mendapatkan prioritas utama dalam pembelian produk dari pelanggan seperti memberikan diskon untuk pembelian tertentu, kemudian mengadakan promosi hadiah, memberikan keringanan pembayaran. Untuk kepuasan pelanggan, yang bisa dilakukan adalah dengan menangani keluhan yang disampaikan sebaik mungkin dan tetap memberikan penjelasan yang baik kepada pelanggan dan hal ini akan menjadikan kepuasan di perusahaan semakin baik.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | trust, customer satisfaction, CV Cipta Rasa Perkasa | ||||||||
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 |
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Depositing User: | Users 18831 not found. | ||||||||
Date Deposited: | 12 Aug 2021 03:39 | ||||||||
Last Modified: | 18 Jan 2022 06:21 | ||||||||
URI: | http://repository.uph.edu/id/eprint/41447 |
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