The Influence of Service Quality to Improve Customer Satisfaction at Sekolah Alam Semangat Bangsa in Medan

Noriska, Rachel (2021) The Influence of Service Quality to Improve Customer Satisfaction at Sekolah Alam Semangat Bangsa in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The customer satisfaction in an organization or company can be influenced by a lot of factors, and one of them is service quality. This research aims to find whether or not there is a relationship between two variables of this study which is the service quality for the independent variable (X) and the customer satisfaction for the dependent variable (Y) in Sekolah Alam Semangat Bangsa that is located in Medan. The research approach used in this study is the quantitative method as the writer used questionnaire for the data collection method with the application of Likert Scale to measure the data. The simple linear regression formula is utilized in this research as there are only two variables used. The population of this research is 130 with 98 used as the sample size of the study. There is a significant correlation between Variable X (Service Quality) and Variable Y (Customer Satisfaction) in this research which means that the Alternative Hypothesis (Ha) is accepted. The final purpose of this research is to improve the service that is given in Sekolah Alam Semangat Bangsa in Medan to increase the customer satisfaction which will result in customers loyalty./Kepuasan pelanggan dalam suatu organisasi atau perusahaan dapat dipengaruhi oleh banyak faktor, salah satunya adalah kualitas layanan. Penelitian ini bertujuan untuk mengetahui ada tidaknya hubungan antara dua variabel penelitian ini yaitu kualitas pelayanan untuk variabel bebas (X) dan kepuasan konsumen untuk variabel terikat (Y) di Sekolah Alam Semangat Bangsa yang berlokasi di Medan.Pendekatan penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif karena penulis menggunakan kuesioner untuk metode pengumpulan datanya dengan penerapan Skala Likert untuk mengukur datanya. Rumus regresi linier sederhana digunakan dalam penelitian ini karena hanya ada dua variabel yang digunakan. Populasi penelitian ini adalah 130 dengan jumlah sampel penelitian 98 orang. Ada hubungan yang signifikan antara Variabel X (Kualitas Pelayanan) dan Variabel Y (Kepuasan Pelanggan) dalam penelitian ini yang menunjukkan bahwa Hipotesa Alternatif (Ha) diterima. Tujuan akhir dari penelitian ini adalah untuk meningkatkan pelayanan yang diberikan di Sekolah Alam Semangat Bangsa Medan untuk meningkatkan kepuasan pelanggan yang pada akhirnya akan membuat pelanggan tetap loyal.

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