PERANAN KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN TERHADAP LAYANAN DISTRIBUTOR SEMEN

Christian, Willy (2022) PERANAN KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN TERHADAP LAYANAN DISTRIBUTOR SEMEN. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

ABSTRACT Improving the quality and service to consumers is a very big concern for cement producers in Indonesia because of the increasing growth and development of industrial technology, resulting in the expectations and desires of consumers always changing so that the quality of services provided must also be adjusted and conditioned. Companies need to take wise steps to measure customer satisfaction regularly because one of the important factors in a company is to maintain customer satisfaction. The objectives that researchers want to achieve are, among others: describing and empirically testing the relationship between service quality and customer satisfaction. This research is a quantitative research with two main variables, namely customer satisfaction and service quality. The population in this study is consumers aged 18 years and over. Researchers used a sample of 210 people. The sampling method used in this research is non-probability sampling and the sampling technique is by chance. The data of this study were obtained using the Likert model scale method. This study also uses measurements of reliability, validity, and linearity. The item difference test was carried out on calculating the correlation coefficient with the distribution of scores for each item with the relevant criteria. The result of this study is a discussion and evaluation of the findings showing that there is a relationship between service quality and customer satisfaction. From the calculation results, it can be seen that p < 0.005 and B = 57,020. This is a positive sign and leads to a one-sided relationship between the variables of service quality and customer satisfaction. The higher the service quality, the higher the customer satisfaction. The effect of service quality on customer satisfaction with cement dealer services is 8.9%, and the remaining 91.1% is influenced by other variables not seen in this study.

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