The Relationship Between Service Innovation And Customer Satisfaction At CV Era Sinar Listrik Medan

Nata, Lewis (2020) The Relationship Between Service Innovation And Customer Satisfaction At CV Era Sinar Listrik Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Nowadays, doing a business is not easy since there are lots of competitors who can sell the same products in the market. In this case, service innovation will be important for the entrepreneurs to make their business sustainable. By having a good innovation in service sector, entrepreneurs will be able to attract customers’ attention to repurchase the products and they also believed that a good service innovation will bring advantages to their business as well, since it will make one customer to tell the other customers from mouth to mouth. The purpose of this research is to analyze more in-depth whether there is a relationship between service innovation and customer satisfaction in the company which is reviewed. Furthermore, this research will enrich more knowledge as well as giving the other company input to think about having more innovation in service sector instead of product innovation. This research is using quantitative method as the research design and the result of this research is based on the z test which indicates that there is a strong and positive relationship between service innovation and customer satisfaction at CV Era Sinar Listrik Medan. Based on the research result, it shows that there is strong relationship between service innovation and customer satisfaction at CV Era Sinar Listrik Medan, since the correlation test result is 0,766 which is closer to +1. From the research result, some of the recommendations are CV Era Sinar Listrik Medan can make use of start up application such as Gojek / Grab to improve their service delivery and give good communication with the customers so that they can receive good feedback from their customers./Saat ini, membangun sebuah bisnis bukanlah hal mudah untuk dilakukan, karena di luar sana banyak sekali saingan yang mendistribusikan produk yang sama di pasaran. Oleh sebab itu, inovasi di bidang servis sangat penting untuk para pebisnis dalam mempertahankan bisnis mereka. Dengan memiliki inovasi di bidang servis yang baik, para pebisnis akan mampu menarik perhatian pelanggan untuk membeli kembali produk dari mereka dan mereka juga percaya bahwa inovasi servis yang baik akan memberikan manfaat bagi bisnis mereka juga, karena pelanggan bisa memberitahu pelanggan yang lain dari mulut ke mulut. Tujuan dari dilakukannya penelitian ini adalah untuk menganalisis secara mendalam apakah ada hubungannya antara inovasi servis dan kepuasan pelanggan pada perusahaan yang hendak ditinjau. Terlebih lagi, penelitian ini akan menambah pengetahuan dan memberikan masukan kepada perusahaan lain dalam memikirkan untuk memiliki inovasi servis yang lebih daripada inovasi produk. Penelitian ini menggunakan metode kuantitatif sebagai model penelitian dan hasil dari penelitian ini adalah berdasarkan z test dimana hasilnya mengindikasikan bahwa adanya hubungan yang kuat dan positif antara inovasi servis dan kepuasan pelanggan di CV Era Sinar Listrik Medan. Berdasarkan hasil penelitian, diketahui bahwa adanya hubungan yang kuat antara inovasi servis dan kepuasan pelanggan di CV Era Sinar Listrik Medan, dimana hasil dari uji korelasi adalah 0.766 yang hampir mendekati +1. Dari hasil penelitian, ada beberapa rekomendasi diantaranya CV Era Sinar Listrik Medan dapat memanfaatkan aplikasi seperti Gojek / Grab untuk meningkatkan layanan pengiriman dan dapat memberikan komunikasi yang baik kepada pelanggan agar dapat memperoleh umpan balik yang baik dari pelanggan

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