The effect of logistic management to customer satisfaction at PT. Bilah Baja Makmur Abadi, Medan

Cendra, Cynthia (2021) The effect of logistic management to customer satisfaction at PT. Bilah Baja Makmur Abadi, 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 (1MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (192kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (351kB)
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 (2MB)
	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 (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (538kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (398kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (5MB)

Abstract

PT Bilah Baja Makmur Abadi, Medan is a company engaged in distribution of steel. The phenomenon in this company is the occurrence of unsatisfied customers. One of the problems that caused dissatisfied customers is logistic management. The company is not effective in plan of needs. Determining needs are very important in logistical needs. This research uses the theories about logistic management and its effect to customer satisfaction. One of the theories used explained that logistic management has effect on customer satisfaction. The framework of this research is to find out the relationship between logistic management and customer satisfaction. The methods used by the writer in this research is simple linear regression. Data used in this research are primary data and secondary data. This research uses hypothesis test and coefficient determination to know the effect of logistic management to customer satisfaction. The population size is 479 customers and the sample used Slovin formula which amounted to 219 respondents. Based on research result, the simple linear regression showed equation of Y = 3.249 + 0.825 X. It means that variable logistic management has a straight relationship to customer satisfaction. The conclusion on this research is the hypothesis test showed that H0 is rejected and Ha is accepted, and it means that Logistic Management has effect on Customer Satisfaction at PT Bilah Baja Makmur Abadi, Medan. To improve this research, other researchers can add the number of the respondents and it is suggested to add the independent variables that affect the customer satisfaction./PT Bilah Baja Makmur Abadi, Medan adalah sebuah perusahaan yang bergerak dalam bidang distribusi besi. Fenomena yang terjadi pada perusahaan adalah terjadinya penurunan kepuasan pelanggan. Salah satu masalah yang menyebabkan terjadinya penurunan kepuasan pelanggan adalah manajemen logistic. Perusahaan kurang efektif dalam merencanakan kebutuhan. Perencanaan kebutuhan sangat penting dalam permasalahan logistic. Penelitian ini menggunakan teori tentang manajemen logistic dan pengaruhnya terhadap kepuasan pelanggan. Salah satu teori yang digunakan menjelaskan bahwa manajemen logistic berpengaruh terhadap kepuasan pelanggan. Kerangka penelitian ini adalah untuk mengetahui hubungan antara manajemen logistic dan kepuasan pelanggan. Metode yang digunakan penulis dalam penelitian ini adalah regresi linier sederhana. Data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Penelitian ini menggunakan uji hipotesis dan koefisien determinasi untuk mengetahui pengaruh manajemen logistic dan kepuasan pelanggan. Ukuran populasi adalah 479 pelanggan, sampel menggunakan rumus Slovin yang berjumlah 219 responden. Berdasarkan hasil penelitian, regresi linier sederhana menunjukkan persamaan Y = 3,249 + 0,825 X. Artinya variabel manajemen logistic mempunyai hubungan lurus dengan kepuasan pelanggan. Kesimpulan dari penelitian ini adalah pengujian hipotesis yang menunjukkan bahwa H0 ditolak dan Ha diterima, artinya manajemen logistic berpengaruh signifikan terhadap kepuasan pelanggan pada PT Bilah Baja Makmur Abadi, Medan. Untuk menyempurnakan penelitian ini, peneliti lain dapat menambahkan jumlah responden dan disarankan untuk menambah logistic bebas lainnya yang mempengaruhi kepuasan pelanggan.

Actions (login required)

View Item