TA DIGITAL
Analisis kepuasan konsumen atas kualitas pelayanan pada CV. Elang Sakti Semarang
Customers are valuable asset to a company. The more customers use the service of the company, the more profit the company could gain. If the customers are satisfied with the service given then they would keep on buying the product or service from the company. Hence, a company should maintain and enhance the customers satisfaction.
The purpose of this research is to identify what the customers response about the service given by CV. Elang Sakti Semarang from the dimension of tangible, reliability, responsiveness, assurance and empathy.
The data for this project were qualitative and quantitative from primary and secondary data. Data were collected by doing interview, literature study and distributing questionnaires to 60 respondents. The methods of analysis used were : chi-square, it was used to know whether there is a correlation among service quality with customer satisfaction, and coefficient contingency, it was to identify the level of correlation.
The result of the analysis using chi-square shows that the correlation of Tangible with customer satisfaction is 15.042 which is higher than that of table that is 9.488, the correlation between reliability and customer satisfaction is 60.588 which is higher than that of table that is 9.488, the correlation between responsiveness and customer satisfaction is 29.849 which is higher than that of table that is 9.488, the correlation between assurance and customers satisfaction is 20.031 which is higher than that of table that is 9.488 and the correlation of empathy and customers satisfaction is 30.674 it is also higher than that of table 9.488. It is known that reliability has the highest correlation to customers satisfaction and followed empathy, responsiveness, assurance and in the last is tangible.
It is recommended that CV. Elang Sakti Semarang should be better or defend their reliability in order to increase the consumers interest to come back again to buy the goods in CV. Elang Sakti Semarang.
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