The relationship between customer satisfaction to the business performance in PT. Hasen Jaya Bersama

Andrela, Viviany (2019) The relationship between customer satisfaction to the business performance in PT. Hasen Jaya Bersama. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this research is to reveal whether there is any impact between customer satisfactions towards business performance in PT. Hasen Jaya Bersama. Furthermore, this research will also help the other company in the same field and researchers to know and get more knowledge about thesevariables. Customer satisfaction is on of the most essential things to maintain the business for a long period of time. Customer satisfaction is a treasure that need to be kept and is one of the factor that helps a business to improve the business performance. Therefore, it is important for the business to identify the factors of customer satisfaction and, when possible, to influence them so that the performance of the company may incraese. This research is using a quantitative as the research design and IBM SPSS Statistics 21 application. Data used in this research are primary data and secondary data. Data analysis methods used in this research include descriptive statistics, validity test, reliability test, normality test, coefficient of correlation, coefficient of determination, linear regression analysis and Z Test. The result of the research based on Z test, it can be known that Z Count (2,67) > Z Table (1.96). So, the conclusion of this research is that there is an influence between customer satisfactions to the business performance. The result of the research based on coefficient of determination test is there is a weak and positive relationship which is 0,389 between customer satisfactions towards business performance in PT. Hasen Jaya Bersama. As the conclusion, after the analysis and research on the company, it has been proven that customer satisfaction does have the relation towards business performancein PT. Hasen Jaya Bersama.

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