The influence between service quality towards customer satisfaction at Alkes Krakatau, Medan.

Williem, Jansen (2020) The influence between service quality towards customer satisfaction at Alkes Krakatau, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In today’s modern world, the use of technology has eased consumers’ way to purchase a product but a physical store is also an important aspects especially for consumer to look around and try out the product beforehand. This is when Service Quality is one of the important aspects that can led to customer satisfaction. The basis of this study is to determine which factors of Service Quality that have the biggest impact on the Customer Satisfaction on customers of Alkes Krakatau, Medan. The total of 87 samples are obtained during a one week period by using convenience sampling method in the month of April. Based on the determination test, the result shows that there is a 47% relation between the Service Quality and Customer Satisfaction, the rest can be explained by other factors that are not used on this research. From the calculation, the result shows that the value of t-count is 8.919. Meanwhile the t-table is 1.98827. It can be concluded that t-count> t-table, which resulted in H0 rejected and HA accepted. Which solidify the statement Service Quality does affect the Customer’s Satisfaction at Alkes Krakatau, Medan. The recommendation of this research is to give training to the employee regarding the products that are sold and improve the mannerism towards the consumer. / Di dunia modern saat ini, penggunaan teknologi telah memudahkan konsumen untuk membeli produk tetapi toko fisik juga merupakan aspek penting terutama bagi konsumen untuk melihat-lihat dan mencoba produk sebelumnya. Di sinilah Kualitas Layanan merupakan salah satu aspek penting yang dapat mengarah pada kepuasan pelanggan. Dasar dari penelitian ini adalah untuk mengetahui faktor-faktor Kualitas Layanan mana yang memiliki dampak terbesar pada Kepuasan Pelanggan pada pelanggan Alkes Krakatau, Medan. Total 87 sampel diperoleh selama periode satu minggu dengan menggunakan metode convenience sampling selama bulan April. Berdasarkan uji determinasi, hasilnya menunjukkan bahwa ada hubungan 47% antara Kualitas Layanan dan Kepuasan Pelanggan, yang lain dapat dijelaskan oleh faktor-faktor lain yang tidak digunakan dalam penelitian ini. Dari perhitungan di atas, hasilnya menunjukkan bahwa nilai t-hitung adalah 8,919. Sedangkan t-tabel adalah 1,98827. Dapat disimpulkan bahwa t-hitung> t-tabel, yang mengakibatkan H0 ditolak dan HA diterima. Yang memperkuat pernyataan Kualitas Layanan tidak memengaruhi Kepuasan Pelanggan di Alkes Krakatau, Medan. Rekomendasi dari penelitian ini adalah memberikan pelatihan kepada karyawan mengenai produk yang dijual dan sopan santun terhadap konsumen.

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