The influence of promotion and service quality toward customer satisfaction of Chubbsafes' safe box in PT. Indolok Bakti Utama Medan

Efenlie, Savannah (2021) The influence of promotion and service quality toward customer satisfaction of Chubbsafes' safe box in PT. Indolok Bakti Utama 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 (296kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (566kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
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 (5MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (551kB)
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 (8MB)

Abstract

In nowadays’ competitive era, every business is trying hard to impress and capture the heart of the customers. By operating as a product and service company, PT. Indolok Bakti Utama tries their best to keep satisfy their customer through different aspects. However, there are some negative comments about the limited promotion information and how long they have to wait for the service that might influence the customer satisfaction. In addition, there is only limited platform to purchase the product and minimum technicians which lead to lessen the customer satisfaction. This study aims to determine whether there is an influence of promotion and service quality toward customer satisfaction in PT. Indolok Bakti Utama Medan This research is being done by giving questionnaire to 120 respondents who have ever purchased and used Chubbsafes’ safe boxes. The sampling method used in this research is purposive sampling to 30 respondents as the data analysis method is being done by using SPSS V. 25. The research has completed the usage of multiple linear regression analysis. The result of this research shows that the promotion and service quality simultaneously have influence toward the customer satisfaction in PT. Indolok Bakti Utama Medan as the significant level is less than 0.05. The promotion variable has influence toward customer satisfaction with significant level 0.049 and service quality also has influence toward customer satisfaction with the significant level of 0.000. The most dominant factor of this research is service quality which means that the higher the level of service quality is, the higher the customer satisfaction is/Dalam era kompetitif saat ini, setiap bisnis berusaha keras untuk mengesankan dan menangkap hati konsumen. Sebagai perusahaan yang bergerak dalam bidang produk dan jasa, PT. Indolok Bakti Utama mencoba yang terbaik untuk memuaskan konsumen melalui berbagai aspek. Bagaimanapun, terdapat komentar negatif mengenai keterbatasan informasi promosi dan berapa lama konsumen harus menunggu pelayanan sehingga dapat mempengaruhi kepuasan konsumen. Terlebih lagi, adanya keterbatasan platform untuk membeli produk dan kurangnya teknisi yang menyebabkan kurangnya kepuasan konsumen. Penelitian ini dijalankan dengan membagikan kuestioner kepada 120 responden yang pernah membeli dan menggunakan produk brankas Chubbsafes. Metode pengambilan sample yang digunakan dalam penelitian ini adalah purposive sampling yang diberikan kepada 30 responden dimana metode data analisis diuji menggunakan SPSS V. 25. Penelitian ini telah melalui tahap analisis linear berganda. Hasil dari penetilian ini menunjukkan bahwa promosi dan kualitas pelayanan secara simultan memilik pengaruh terhadap kepuasan konsumen pada produk Chubbsafes di PT. Indolok Bakti Utama Medan dengan level signifikan dibawah 0.05. Promosi memilik pengaruh terhadap kepuasan konsumen dengan level signifikan 0.049 dan kualitas pelayanan memiliki pengaruh terhadap kepuasan konsumen dengan level signifikan 0.000. Faktor yang paling dominan di penelitian ini adalah kualitas pelayanan dimana semakin tinggi tingkat kualitas pelayanan, maka tingkat kepuasan konsumen juga akan meningkat.

Actions (login required)

View Item