PENGARUH KUALITAS PELAYANAN CUSTOMER RELATIONS TERHADAP KEPUASAN PELANGGAN DI PT VERVETAMA TECHNOLOGY.

KHATIMAH, NURUL (2025) PENGARUH KUALITAS PELAYANAN CUSTOMER RELATIONS TERHADAP KEPUASAN PELANGGAN DI PT VERVETAMA TECHNOLOGY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research discusses the Quality of Customer Relations Service towards Customer Satisfaction at PT Vervetama Technology. The background of the problem taken is as a reseller company that sells IT products with the quality of customer relations services that have been carried out to meet customer expectations. The purpose of this study is to determine the effect of customer relations service quality on customer satisfaction at PT Vervetama Technology. In this study using the SERVQUAL theory. respondents were 301 customers at PT. Vervetama Technology. The research type uses a quantitative approach and with data collection, namely the survey method in the form of distributing questionnaires to PT. Vervetama technology. This study used a simple linear regression test. Based on the results of the regression test, researchers obtained results from the influence of customer relations service quality on customer satisfaction at PT. Vervetama Technology was 81.1% and the remaining 18.9% was influenced by other factors. The results of the H1 hypothesis test were accepted and H0 was rejected. It can be concluded that the quality of customer relations service (X) has a significant effect on customer satisfaction (Y) The results of this study is that the quality of customer relations service has a positive and significant effect on customer satisfaction of PT Vervetama Technology. It can be interpreted that the more services provided to customers, the greater the customers who feel satisfied with the service. Keywords : Service Quality, Customer Relations and Customer Satisfaction Penelitian ini membahas mengenai Kualitas Pelayanan Customer Relations Terhadap Kepuasan Pelanggan di PT Vervetama Technology. Latar belakang masalah yang diambil yaitu sebagai perusahaan reseller yang menjual produk IT dengan kualitas pelayanan customer relations yang sudah di lakukan dapat memenuhi harapan pelanggan. Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan customer relations terhadap kepuasan pelanggan di PT Vervetama Technology. Dalam penelitian ini menggunakan teori SERVQUAL. responden sebanyak 301 pelanggan di PT. Vervetama Technology. Tipe penelitian menggunakan pendekatan kuantitatif dan dengan pengumpulan data yaitu metode survey berupa penyebaran kuesioner kepada pelanggan PT. Vervetama technology. penelitian ini menggunakan uji regresi linear sederhana. Berdasarkan hasil uji regresi, peneliti mendapatkan hasil dari pengaruh kualitas pelayanan customer relations terhadap kepuasan pelanggan di PT. Vervetama Technology sebesar 81,1% dan sisanya 18.9% dipengaruhi oleh faktor lainnya. Hasil uji hipotesis H1 diterima dan H0 ditolak. Dapat disimpulkan bahwa kualitas pelayanan customer relations (X) berpengaruh signifikan terhadap kepuasan pelanggan (Y) Hasi dari penelitian ini adalah Kualitas pelayanan customer relations berpengaruh positif dan signifikan terhadap kepuasan pelanggan PT Vervetama Technology. Dapat diartiakan bahwa semakin banyak pelayanan yang diberikan kepada pelanggan, maka akan semakin besar pelanggan yang merasakan puas akan pelayanan tersebut. Kata Kunci : Kualitas Pelayanan, Customer Relations dan Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FK/PR. 25 006
NIM/NIDN Creators: 44216120027
Uncontrolled Keywords: Kualitas Pelayanan, Customer Relations dan Kepuasan Pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 390 Customs of People/Adat Istiadat dan Kebiasaan Masyarakat Berdasarkan Status Ekonomi dan Kelas Sosial > 392 Customs of Life Cycle and Domestic Life/Adat Istiadat Setempat > 392.6 Customs of The Relations Between Sexes/Adat Istiadat yang Berhubungan Dengan Jenis Kelamin
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: khalimah
Date Deposited: 13 Jan 2025 02:32
Last Modified: 13 Jan 2025 02:32
URI: http://repository.mercubuana.ac.id/id/eprint/93517

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