The effect of service quality towards customer loyalty at PT. Multi Sukses Engineering

Halim, Teddy (2021) The effect of service quality towards customer loyalty at PT. Multi Sukses Engineering. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

PT. Multi Sukses Engineering is a company engaged in construction and cold storage services. The phenomenon that occurs in the company is a decrease in customer loyalty. Several things that show a decrease in customer loyalty in the company namely decreased customer satisfaction, customers lose trust in the company, bad experience from transactions with the company, and decrease in the number of repeat purchases. One of the problems that caused a decrease in customer loyalty is service quality. The objective of this research is to know the effect of service quality towards customer loyalty at the company. The writer used causal research to know about the effect of service quality on customer loyalty. Quantitative data and statistical methods are used to obtain the hypothesis answer. The population is all customers of PT. Multi Sukses Engineering in 2020 which are amounted to 83 customers. The sample method used in this research is saturated sampling and obtained the sample of 83 respondents. The research result showed that tcount = 11.742 > ttable = 1.98969 and the significance 0.000 is lower than 0.05. Thus, H0 is rejected and Ha is accepted, it means that the service quality has significant effect towards customer loyalty at PT. Multi Sukses Engineering./PT. Multi Sukses Engineering adalah perusahaan yang bergerak di bidang jasa konstruksi dan cold storage. Fenomena yang terjadi pada perusahaan adalah menurunnya loyalitas pelanggan. Beberapa hal yang menunjukkan penurunan loyalitas pelanggan pada perusahaan yaitu menurunnya kepuasan pelanggan, hilangnya kepercayaan pelanggan terhadap perusahaan, pengalaman buruk dari transaksi dengan perusahaan & penurunan jumlah pembelian ulang. Salah satu masalah yang menyebabkan turunnya loyalitas pelanggan adalah kualitas pelayanan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas pelanggan pada perusahaan. Penulis menggunakan penelitian kausal untuk mengetahui pengaruh kualitas layanan terhadap loyalitas pelanggan, data kuantitatif dan metode statistik untuk mendapatkan jawaban hipotesis. Populasinya adalah seluruh pelanggan PT. Multi Sukses Engineering pada tahun 2020 yang berjumlah 83 pelanggan. Metode sampel yang digunakan dalam penelitian ini adalah sampling jenuh, sehingga sampelnya adalah 83 responden. Hasil penelitian menunjukkan bahwa thitung = 11,742 > ttabel = 1,98969 dan signifikansi 0,000 lebih kecil dari 0,05. Dengan demikian H0 ditolak dan Ha diterima, artinya Kualitas Pelayanan berpengaruh signifikan terhadap loyalitas pelanggan pada PT. Multi Sukses Engineering.

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