The effect of service quality towards customer satisfaction at CV. Isma Karya Medan

Nabila, Rachil (2021) The effect of service quality towards customer satisfaction at CV. Isma Karya Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this research is to reveal whether there is any effect between service quality and customer satisfaction at one of the companies in North Sumatra, Indonesia which is CV. Isma Karya Medan. Furthermore, this research will also help other researchers to know and get more knowledge about the field. The research is using a quantitative as the research design and collected primary data by conducting a survey to 95 customer of the company. Data analysis methods used in this research, which includes Validity test, Reliability test, Normality test, Linearity test, Heteroscedasticity Test, Linear Regression test, Determination Coefficient test, and Hypothesis Test. The determination test result of this research shows that service quality has 90,9% of effected customer satisfaction at CV. Isma Karya Medan. whereas the rest 9,1% impact comes from other factors which may be price, location, or product quality. At the end, the final result is service quality has a significant effect on customer satisfaction at CV. Isma Karya Medan./Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat pengaruh antara kualitas pelayanan dan kepuasan pelanggan di salah satu perusahaan di Sumatera Utara, Indonesia, yakni CV. Isma Karya Medan. Selanjutnya, penelitian ini juga akan membantu para peneliti-peneliti lain untuk mengetahui dan memperoleh lebih banyak pengetahuan dibidang tersebut. Penelitian ini merupakan penelitian kuantitatif dan mengadakan survei terhadap 95 pelanggan dari perusahaan tersebut untuk mengumpulkan data primer. Dalam penelitian ini, metode analisis data yang digunakan adalah uji Validitas, uji Reliabilitas, uji Normalitas, uji Heteroskedastisitas, uji Regresi Linier, dan uji Koefisien Determinasi, dan uji Hipotesis. Hasil dari salah satu teknik tes yang bernama coefficient of determination dari penelitian ini adalah kualitas pelayanan memberikan dampak terhadap kepuasan pelanggan sebesar 90.1% pada CV. Isma Karya Medan. Sedangkan, 9.1% lainnya dipengaruhi oleh faktor lain seperti harga, lokasi, dan kualitas produk. Hasil akhir dari penelitian ini adalah kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan di CV. Isma Karya Medan.

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