The influence of service quality towards customer satisfaction at PT. Groliar Mentari Wisesa Stabat

Chandra, Steven (2021) The influence of service quality towards customer satisfaction at PT. Groliar Mentari Wisesa Stabat. Bachelor thesis, Universitas Peltita Harapan.

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Abstract

This research was conducted at PT Groliar Mentari Wisesa, Stabat. In this Study, testing and analyzing the influence of service quality towards customer satisfaction. The customer satisfaction of PT Groliar Mentari Wisesa, Stabat experienced more decrease in sales for the previous 5 years significantly. Customer satisfaction is a condition comes out from a person after comparing what is expected with what that is really obtained. For this research, there are two hypothesis which are null hypothesis where service quality has an influence towards customer satisfaction and alternative hypothesis where service quality has influence towards customer satisfaction. This research is considered as descriptive quantitative research, as the term implies, it means that this research uses data analysis to describe the result of the research. This research is also considered as causal research where there is cause and effect relationship. Sampling method is done by using the convenience sampling method. Data analysis method is done by using instrumental test, classical assumption, linear regression test, determination test and t test. The data result shows that the data is normally distributed, have linear relationship and free of heterocedasticity. The linear equation obtained is Y = -10.841 + 1.028X. Based on test of determination test, the value of r square is 0.801. It shows that service quality has an influence of 80.1% to customer satisfaction. Based on hypothesis test, it shows that service quality has an influence towards customer satisfaction at PT Groliar Mentari Wisesa, Stabat The findings of the research will act as a reference for the company to improve their service quality for a better customer satisfaction, this research could be a reference for the next research./Penelitian ini dilakukan pada PT. Groliar Mentari Wisesa, Stabat. Pada penelitian ini, dilakukan uji dan analisa dari pengaruh kualitas pelayanan terhadap kepuasan konsumen. Kepuasan konsumen pada PT. Groliar Mentari Wisesa, Stabat yang dicerminkan dari penurunan penjualan dalam 5 tahun terakhir secara signifikan. Kepuasan konsumen adalah sebuah kondisi yang dating dari seseorang setelah membandingkan apa yang diharapkan dengan apa yang sudah didapat. Apa yang didapat biasanya dating dari performa. Ada dua hipotesis pada penelitian ini yaitu kualitas pelayanan tidak berpengaruh terhadap kepuasan konsumen dan kualitas pelayanan mempunyai pengaruh terhadap kepuasan konsumen. Penelitian ini adalah penelitian kuantitatif deskriptif. Penelitian ini menggunakan analisis data untuk mencapai hasil penelitian. Penelitian ini juga dikategorikan sebagai penelitian kasual dimana ada hubungan sebab dan akibat dalam penelitian. Teknik pengambilan sampel dingunakan dengan pengambilan sampel secara kebetulan. Analisis data dilakukan dengan uji instrumen, uji asumsi klasik, uji regresi linear, uji determinasi dan uji t. Hasil data menunjukkan bahwa data terdistribusi secara normal, data memiliki hubungan linear dan bebas dari heterokedastisitas. Persamaan linear yang didapatkan adalah Y = -10.841 + 1.028X. Hasil dari uji determinasi menyebutkan bahwa kualitas pelayanan mempunyai pengaruh sebesar 80.1% terhadap kepuasan konsumen.uji hipotesis menyatakan bahwa kualitas pelayanan mempunyai pengaruh terhadap kepuasan konsumen. Hasil penelitian ini dapat digunakan sebagai referensi bagi perusahaan untuk meningkatkan kualitas pelayanan untuk mencapai kepuasan konsumen yang lebih baik, penelitian ini juga dapat digunakan untuk referensi untuk penelitian berikutnya.

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