the effect of service quality and customer satisfaction towards customer quality at PT Giant Transporter Indonesia

Yonatan, Marvelyn (2023) the effect of service quality and customer satisfaction towards customer quality at PT Giant Transporter Indonesia. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

PT. Giant Transporter Indonesia, Medan has decreased due to prices that have not been able to compete with other similar companies. Service quality at PT. Giant Transporters Indonesia, Medan is still not optimal which can be seen from the increasing customer complaints at companies such as the delivery of goods. Primary and secondary data are used in this research, the questionnaires are distributed to customers PT. Giant Transporters Indonesia, Medan, Data is measured by validity and reliability test. The sampling method used in this study is non-probability sampling method, specifically snowball sampling. The data is analyzed using SPSS 25.0, the research model is being tested using normality, heteroscedasticity, multicollinearity. The data also tested with multiple linear regression and coefficient of determination test, and hypothesis test are done with F-Test, T-Test and Sobel Test. The purpose of this study is to evaluate between Customers Satisfaction and Service Quality has the greatest influence on Customers Satisfaction and Service Quality at PT. Giant Transporter Indonesia, Medan. Also, Customers Satisfaction has partial effects towards Customers Loyalty at PT. Giant Transporter Indonesia, Medan and Service Quality has partial effects towards Customers Loyalty at PT. Giant Transporter Indonesia, Medan. / Perusahaan PT. Giant Transporter Indonesia, Medan memberikan manfaat dari kehadiran mereka untuk pemula dan berpengalaman importir dan eksportir dan akan membantu dengan prosedur. Level target selama tahun 2020 banyak yang tidak tercapai dengan baik. Tingkat kepuasan pelanggan PT. Giant Transporters Indonesia, Medan mengalami penurunan akibat harga yang belum mampu bersaing dengan perusahaan sejenis lainnya. Kualitas pelayanan pada PT. Giant Transporters Indonesia, Medan masih belum optimal yang dapat dilihat dari meningkatnya keluhan pelanggan pada perusahaan seperti pengiriman barang. Data primer dan sekunder digunakan dalam penelitian ini, kuesioner dibagikan kepada pelanggan PT. Giant Transporter Indonesia, Medan, Data diukur dengan uji validitas dan reliabilitas. Metode sampling yang digunakan dalam penelitian ini adalah metode non probability sampling, khususnya snowball sampling. Data dianalisis menggunakan SPSS 25.0, model penelitian sedang diuji menggunakan normalitas, heteroskedastisitas, multikolinieritas. Data juga diuji dengan uji regresi linier berganda dan uji koefisien determinasi, dan uji hipotesis dilakukan dengan uji F, Uji T dan uji Sobel. Tujuan dari penelitian ini adalah untuk mengevaluasi antara kepuasan pelanggan dan kualitas layanan yang memiliki pengaruh terbesar terhadap kepuasan pelanggan dan kualitas layanan pada PT. Giant Transporter Indonesia, Medan. Juga, kepuasan pelanggan memiliki efek parsial terhadap loyalitas pelanggan di PT. Giant Transporter Indonesia, Medan dan kualitas pelayanan berpengaruh parsial terhadap loyalitas pelanggan di PT. Giant Transporter Indonesia, Medan.

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