The influence of service quality and price towards customer satisfaction at PT Panca Jaya Medan

Lukas, Angeline William (2022) The influence of service quality and price towards customer satisfaction at PT Panca Jaya Medan. Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (213kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (481kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (918kB) | 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 (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (790kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (362kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

There is a problem in customer satisfaction level that can be seen through customers’ complaints customers tend to complain that some operator does not understand the type of product they sell and is often mistaken with the quantity of the product, furthermore, the employees sometimes do not respond to the customers when they need an immediate reply, even though company price is more competitive than others. The purpose of this research is to analyze whether service quality and price simultaneously influence customer satisfaction at PT Panca Jaya, Medan. A sample of 96 respondents who are the customers of PT Panca Jaya, Medan is being observed in this research to find out the answer to the research objective. The sampling method that is used is the convenience sampling method. Based on the test result, it is shown that the questionnaires have passed the validity test and reliability test. The instrument of the research has also passed the classical assumption test. Based on determination test it is shown that service quality and price have 77.8% of influence on the customer satisfaction meanwhile the rest 22.2% is influenced by other factors outside the research variables. PT Panca Jaya, Medan is suggested to keep doing employee evaluation and remind them to always provide and deal customers with a polite and full of positive attitude manner, be open to the customers, create a price that is still the same but provide with a better quality, so the customers feel that the product quality bought is worth with the price and keep giving the best service quality performance to ensure satisfaction level of the customers./ Terdapat permasalahn dalam segi kepuasan pelanggan ynag dapat dilihat dari keluhan pelanggan dimana pihak operator tidak begitu memahami tipe produk yang mereka jual dan terkadang salah dalam menberi informasi jumlah ketersediaan barang. Bahkan respons yang diberikan lambat Ketika konsumen sedang terburu-buru, walaupun haga yang diberikan perusahaan lebih kompetitif.Tujuan dari penelitian ini adalah menganalisa apakah kualitas pelayanan dan harga secara bersamaan memberikan pengaruh terhadap kepuasan pelanggan pada PT Panca Jaya, Medan. Sampel sejumlah 96 responden yang merupakan konsumen dari PT Panca Jaya, Medan di observasi dalam penelitian ini untuk menemukam jawaban dari tujuan penelitian. Metode sampling yang dipakai adalah metode sampling yang dilakukan secara kebetulan. Berdasarkan hasil penelitian, hasil menunjukkan bahwa kuesioner yang dipakai sebagai instrumen penelitian telah melalui uji validitas dan reliabilitas. Istrumen penelitian juga telah melalui uji asumsi klasik. Berdasarkan dari hasil uji determinasi, didapatkan bahwa kualitas pelayanan dan harga mempunyai pengaruh secara bersamaan dengan kepuasan pelanggan sebanyak 77.8% dan sisa dari 22.2% dikarenakan factor lain yang merupakan faktor diluar variable penelitian. PT Panca Jaya, Medan disarankan untuk tetap terus melakukan evaluasi terhadap para karyawan dan mengingatkan para karyawan untuk tetap berperilaku yang sopan dan baik terhadap pelanggan, perusahaan juga perlu terbuka secara penuh terhadap perusahaan, menciptakan harga yang bersaing dari segi harga dan kualitas dan tetap memberikan pelayanan terbaik untuk memastikan tingkat kepuasan dari konsumen.

Actions (login required)

View Item