The influence of service quality on customer loyalty with customer satisfaction as mediating variable at PT. Top Remit, Medan

Louise, Kevin (2021) The influence of service quality on customer loyalty with customer satisfaction as mediating variable at PT. Top Remit, Medan. Bachelor thesis, Universities Pelita Harapan.

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Abstract

In every business, focus on customer satisfaction is important for as only businesses with a focus on customer satisfaction will thrive. Therefore, the satisfaction of customers must become the company’s priority. Hence, the objectives of this research are to prove whether Service Quality influence the Customer Satisfaction at family business PT. Top Remit Medan. Entrepreneurship is the act of developing a business as well as constructing and scaling it, resulting in return. A family-owned business may be defined as any business in which two or more family members are involved and the majority of ownership or control lies within a family. Service quality has been defined as the consumers’ overall impression of the relative inferiority / superiority of organization and its services. Customer satisfaction as it is predetermined by how the expectations of customers are met. Customer loyalty will come along with the company service quality and the customer satisfaction. Customers will feel loyal when the company exceed their expectation. The writer uses simple random sampling to gather the data from the customers. There are 100 respondents have been gathered during a one-week time that have been set up for the convenience sampling. The data analysis method used is path analysis. The result of the final research shows that the service quality had an influence on customer loyalty through customer satisfaction, yet it is not necessary for customer satisfaction to mediates in the relationship of service quality and customer loyalty because the influence of service quality to customer loyalty directly has higher impact rather than the mediating effect at PT Top Remit, Medan./ Dalam setiap bisnis, fokus pada kepuasan pelanggan adalah penting karena hanya bisnis dengan fokus pada kepuasan pelanggan yang akan berkembang. Oleh karena itu, kepuasan pelanggan harus menjadi prioritas perusahaan. Oleh karena itu, penelitian ini bertujuan untuk membuktikan apakah Service Quality berpengaruh terhadap Kepuasan Pelanggan pada bisnis keluarga PT. Top Remit Medan. Kewirausahaan adalah tindakan mengembangkan bisnis serta membangun dan meningkatkannya, menghasilkan pengembalian. Bisnis milik keluarga dapat didefinisikan sebagai bisnis apa pun yang melibatkan dua atau lebih anggota keluarga dan mayoritas kepemilikan atau kendali berada dalam keluarga. Kualitas layanan telah didefinisikan sebagai kesan keseluruhan konsumen tentang inferioritas / superioritas relatif organisasi dan layanannya. Kepuasan pelanggan seperti itu ditentukan oleh bagaimana harapan pelanggan terpenuhi. Loyalitas pelanggan akan datang seiring dengan kualitas layanan perusahaan dan kepuasan pelanggan. Pelanggan akan merasa loyal ketika perusahaan melebihi harapan mereka. Penulis menggunakan simple random sampling untuk mengumpulkan data dari pelanggan. Sebanyak 100 responden telah dikumpulkan selama satu minggu yang telah ditetapkan untuk convenience sampling. Metode analisis data yang digunakan adalah analisis jalur. Hasil penelitian akhir menunjukkan bahwa kualitas layanan berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan, namun kepuasan pelanggan tidak perlu menjadi perantara dalam hubungan kualitas layanan dan loyalitas pelanggan karena pengaruh kualitas layanan terhadap loyalitas pelanggan secara langsung memiliki dampak yang lebih tinggi daripada efek mediasi di PT Top Remit, Medan.

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