The influence of service quality toward customer satisfaction at PT Hadi Putra Jaya Medan

Newsty, Richad (2021) The influence of service quality toward customer satisfaction at PT Hadi Putra Jaya Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customers are probably one of the company's most valuable assets because customers participate in driving progress within the company to achieve its goals. Therefore, providing good quality service to customers is one way that companies can do to achieve customer satisfaction and loyalty. In this study, the author will find out whether service quality affects customer satisfaction which makes them more loyal to customers at PT Hadi Putra Jaya Medan. Excellent service quality will provide a good experience for customers, so they feel happy. In this study, there are two types of null hypothesis where service quality does not affect customer satisfaction and an alternative hypothesis where service quality affects customer satisfaction. The research method used is a quantitative method. In analyzing the data, several statistics methods are used with SPSS tool. Based on the results of the study, it can be concluded that service quality affects customer satisfaction at PT Hadi Putra Jaya Medan. From the results of the tests carried out, the results show that the data are normally distributed, have a linear relationship, and there are no heteroscedasticity. The linear equation obtained is Y = 5.480 + 0.199X. In addition, the hypothesis test shows that service quality affects customer satisfaction and the effect is 21.9%. Lastly, the author recommends that PT Hadi Putra Jaya Medan to pay more attention to the customers and double-check their products before giving them to customers./Pelanggan mungkin merupakan salah satu aset perusahaan yang paling berharga karena pelanggan berpartisipasi dalam mendorong kemajuan dalam perusahaan untuk mencapai tujuannya. Oleh karena itu, memberikan kualitas pelayanan yang baik kepada pelanggan merupakan salah satu cara yang dapat dilakukan perusahaan untuk mencapai kepuasan dan loyalitas pelanggan. Dalam penelitian ini, penulis akan mengetahui apakah kualitas pelayanan mempengaruhi kepuasan pelanggan yang membuat mereka semakin loyal kepada pelanggan di PT Hadi Putra Jaya Medan. Kualitas pelayanan yang prima akan memberikan pengalaman yang baik bagi pelanggan, sehingga mereka merasa senang. Dalam penelitian ini terdapat dua jenis hipotesis nol dimana kualitas layanan tidak mempengaruhi kepuasan pelanggan dan hipotesis alternatif dimana kualitas layanan mempengaruhi kepuasan pelanggan. Metode penelitian yang digunakan adalah metode kuantitatif. Dalam menganalisis data, beberapa metode statistik digunakan dengan alat SPSS. Berdasarkan hasil penelitian dapat disimpulkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan pada PT Hadi Putra Jaya Medan. Dari hasil pengujian yang dilakukan, diperoleh hasil bahwa data berdistribusi normal, memiliki hubungan linier, dan tidak terjadi heteroskedastisitas. Persamaan linier yang diperoleh adalah Y = 5,480 + 0,199X. Selain itu, uji hipotesis menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan berpengaruh sebesar 21,9%. Terakhir, penulis menyarankan kepada PT Hadi Putra Jaya Medan untuk lebih memperhatikan pelanggan dan mengecek kembali produknya sebelum diberikan kepada pelanggan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Newsty, RichadNIM03011170126richadnewsty@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSembiring, GenesisNIDN0325019201genesis.sembiring@uph.edu
Uncontrolled Keywords: service quality; customer satisfaction; PT Hadi Putra Jaya Medan
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 11787 not found.
Date Deposited: 18 Aug 2021 15:11
Last Modified: 18 Jan 2022 04:35
URI: http://repository.uph.edu/id/eprint/41943

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