Retnasari, Dian Ayu (2016) The Effect Of Service Quality To The Customer Satisfaction At PT. Vivere Multi Kreasi. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

VIVERE is one of the pioneer and important player of furniture industry in Indonesia. PT. Vivere Multi Kreasi is a subsidiary of VI|VE|RE GROUP. PT Vivere Multi Kreasi has 12 stores that located in Jakarta, Surabaya, and Bali. This company is well known as producing the highest quality and the widest selection in interior product. The company was formed in 2003 by Dedy Rochimat, VIVERE has grown to be the leading furniture brand that provides total concept for home and office furnishing by offering premium quality products and excellent customer services. This research is conducted for researchers to help VIVERE to figure out the factor of Service Quality variable which is Tangible, Reliability, Responsiveness, Assurance, and Empathy have an effect to the Customer Satisfaction at Vivere Showroom in Jakarta area. The writer using Statistical method based on SERVQUAL to do the research, and at the last part this research will conduct several recommendation in order to improve customer satisfaction based on the service quality effect. This research is conducted at 8 different locations showroom Vivere in Jakarta area. The writer using the questionnaire (close ended question) as quantitive data. The data that has been received from 80 customers will be processed using SPSS (Statistical Package for the Social Sciences). There are two variables indicator in these research. Which is Service Quality variable (X) and Customer Satisfaction variable (Y). All the variables that have been used in this research are Valid and Reliable for testing 80 respondents. The result of Simple Regression is Y = 1,164 + 0,318X, it means that if X value is change so Y value will also change. The positive value shows the positive change. If X value as Service Quality variable increase, so Y value as Customer Satisfaction will also increse with the total coefficient regression 0,318. Otherwise, if X value is decrease so Y value will aslo decrease with total coefficient regression 0,318. Based on the result of T test using SPSS formulation, the total of tcount > ttable (7, 268 > 1, 66462) with the significance level 0,05 (0,001<0,05), it can conclude that Ho is rejected, and Ha is accepted, so the effect of Service Quality have an impact to the Customer Satisfaction level. If x the level of Service Quality is increase and so the level of Customer Satisfaction will increase too with level of accuracy 95%. The result of Adjusted R square (R2) is 0,404 or 40,4% of customer satisfaction is influenced by Service Quality variable and 59,6% is influenced by other factor causes that not researched in this research. In addition to help VIVERE to figure out the factor of Service Quality effect to the Customer Satisfaction, the writer uses several tools to find out the problems. The tools are: - Service - Service Quality - SERVQUAL - Customer Satisfaction

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Thesis > Bachelor of Business Administration
Depositing User:	Gandes Mranani
Date Deposited:	22 Jan 2020 04:10
Last Modified:	22 Jan 2020 04:10
URI:	http://repository.ipmi.ac.id/id/eprint/145

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