The effect of service quality on organizational performance at PT Asian bearindo gemilang Medan

Wiranata, Stephanie (2020) The effect of service quality on organizational performance at PT Asian bearindo gemilang Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Di era bisnis sekarang semua industri memiliki ketidakstabilan pasar yang dapat mempengaruhi perusahaan yang bersaing baik dari segi harga dan kualitas. Bisnis saat ini tidak hanya mengandalkan produk dan layanan tetapi juga mengandalkan kepuasan dan kualitas masing-masing perusahaan untuk bersaing dengan pesaing lain. Tujuan dari penelitian ini adalah untuk menguji dan menganalisis pengaruh kualitas layanan terhadap kinerja organisasi pada PT Asian Bearindo Gemilang di Medan. Data primer dan sekunder digunakan dalam penelitian ini untuk menjawab rumusan masalah. Penelitian ini meggunakan pendekatan kuantitatif dan aplikasi IBM SPSS Statistics versi 25. Data dikumpulkan dari 97 pelanggan PT Asian Bearindo Gemilang. Metode analisis yang digunakan dalam penelitian ini adalah statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, uji regresi linier, uji determinasi, dan uji hipotesis. Uji hipotesis dalam penelitian ini menunjukkan bahwa hipotesis nol ditolak sementara hipotesis alternatif diterima. Itu karena uji T (9,977) lebih besar dari T tabel (1,98525) yang berarti kualitas layanan berpengaruh pada kinerja organisasi. Pengaruh kualitas layanan terhadap kinerja organisasi adalah 50,3% sedangkan sisanya 49,7% dipengaruhi oleh faktor lain. Penyelesaian penelitian ini menunjukkan bahwa lebih banyak penelitian tentang topik ini harus dilakukan untuk memperluas pengetahuan penulis dan pembaca. Selain itu, perusahaan merekomendasikan untuk meningkatkan indikator kualitas layanan, seperti tangible dan responsif dan indikator lainnya untuk meningkatkan performa organisasi / In the business era now all industries have market instability that can affect companies that compete well in terms of price and quality. Today's businesses not only rely on products and services but also rely on the satisfaction and quality of each company to compete with other competencies.The purpose of this study is to evaluate and analyze the quality of service on organizational performance at PT Asian Bearindo Gemilang in Medan. Primary and secondary data are used in this study to answer the problem formulation.This study is using IBM SPSS Statistics version 25. Data collected from 97 customers of PT Asian Bearindo Gemilang. The analytical methods used in this research are descriptive statistics, validity test, reliability test, normality test, linearity test, heteroscedasticity test, linear regression test, determination test, and hypothesis test.Testing the hypothesis in this study proves the null hypothesis is rejected while alternative hypotheses are accepted. That's because the T test (9,977) is greater than the T table (1,98525) which means the quality of service is supported by organizational performance. The effect of service quality on organizational performance is 50.3% while the remaining 49.7% is accepted by other factors.The completion of this study shows that further research on this topic must be carried out to increase the knowledge of the authors and readers. In addition, companies improve to improve service quality, such as tangible and responsive indicators and others to improve organizational performance

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Wiranata, StephanieNIM00000026479sw6497@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSusanto, SusantoNIDN0122037801susanto.chang@gmail.com
Uncontrolled Keywords: Service Quality; Organizational Performance; International Business
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 8993 not found.
Date Deposited: 15 Aug 2020 15:36
Last Modified: 17 Jan 2022 09:53
URI: http://repository.uph.edu/id/eprint/9896

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