The influence of service quality towards customer satisfaction at PT. Sukses Usaha Nirwana

Justitio, Jason (2021) The influence of service quality towards customer satisfaction at PT. Sukses Usaha Nirwana. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer is one of the most important part in business because without customers, there are no sales. In this research, the writer is going to find out if service quality does influence customer satisfaction at PT Sukses Usaha Nirwana. Service quality means the ability of a service provider to satisfy customer with the activity that the service provider gives and may result in beneficial for both parties. For this research, the writer has two hypotheses, which are null hypotheses where service quality does not influence customer satisfaction and alternate hypotheses where service quality does influence customer satisfaction. The design used by the writer is quantitative method. In analyzing the data, the methods used are descriptive statistical analysis, hypothesis test and determination test. Based on the research results, the conclusion of the research is that service quality does influence customer satisfaction at PT Sukses Usaha Nirwana. From the test conducted, the result shows that the data is normally distributed, have linear relationship and free of heteroscedasticity, An equation obtained is Y = 4.188 + 0.676X. Moreover, the hypothesis test shows that service quality does influence customer satisfaction as the

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