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SCIENTIFIC RESEARCH
THE INFLUENCE OF CUSTOMER
SATISFACTION AGAINST THE SERVICES ON COMPANY
DEWATA BUANA EXPRESSINDO
SCIENTIFIC WRITING SEMINAR
Proposed To Complement the
conditions to reach
Equivalent Bachelor Level Degree Holders
Faculty Of Economics, Gunadarma Univesitas
Name : I Putu Rico Mahendra
NPM : 13212514
Department : Management
Supervisor :
Irfan Ardiansyah, SE., MM
THE FACULTY OF ECONOMICS
GUNADARMA UNIVERSITY
JAKARTA
2015
TABLE OF CONTENTS
PAGE
PAGE
TITLE............................................................................................................ i
STATEMENT Of ORIGINALITY And
PUBLICATIONS................................. ii
ENDORSEMENT SHEET..................................................................................... iii
ABSTRACT........................................................................................................... iv
FOREWORD.......................................................................................................... v
TABLE Of CONTENTS....................................................................................... vii
LIST Of TABLES................................................................................................... x
LIST Of IMAGES........................................................................................... ...... xi
CHAPTER I
INTRODUCTION............................................................................... 1
1.1
Background the issue ............................................. 1
1.2
Outline of the Problem and
limitations................... 2
1.2.1
Problem Formulation..................................... 2
1.2.2
Limitations Issue............................................ 2
1.3
The purpose of writing............................................ 3
1.4
Benefits of writing................................................... 3
1.4.1
The academic Benefits................................... 3
1.4.2
Practical Benefits.......................................... 3
1.5
Research methods.................................................... 3
1.5.1 Research Object............................................. 3
1.5.2 Data/variable................................................. 3
1.5.3
Method of Data collection.............................. 4
1.5.4
Analysis tool ................................................. 4
1.6
Hypothesis......................................................... ....... 4
CHAPTER II
REVIEWS the LITERATURE........................................ 5
2.1
Framework Theory.................................................. 5
2.1.1
Consumer Behavior.................................
2.1.2
Factors Influencing Consumer Behavior........ 5
2.1.3
Consumer Satisfaction................................... 6
2.1.4
Service........................................................... 6
2.1.5
Understanding Services................................. 7
2.1.5.1 Service Characteristics........................ 7
2.1.6
Understanding Customers............................. 8
2.1.6.1 Measuring Customer Satisfaction ...... 8
2.1.6.2 Customer Satisfaction Strategy........ 10
2.1.7
The Delivery Business Characteristics......... 11
2.1.7.1 Analysis information systems
Company 14
2.2
Research Studies a type......................................... 16
2.3
Analytical Tools.................................................... 17
2.3.1 The Scale Likert........................................... 17
2.3.2
The Method of Chi-Square.................................. 18
CHAPTER III
RESEARCH METHODS............................................. 20
3.1
the object of the study .......................................... 20
3.1.1
company in brief...................................... ... 20
3.1.2
organizational structure............................... 21
3.1.3
a description of organisational structure...... 22
3.2
Data variables are used ....................................... 22
3.3
Data Collection Methods................................... ... 23
3.4
Hypothesis............................................................ 24
3.5
analysis tool.......................................................... 25
3.5.1 Likert’s Summated
Rating (LSR)................. 25
3.5.2 Metode Chi Square...................................... 26
CHAPTER
IV
DISCUSSION............................................................... 28
4.1
Data and Profile Objects........................................ 28
4.1.1
research results and analysis ....................... 28
4.2
Discussion............................................................ 29
4.2.1
Dimensions Realibility/Reliability................ 29
4.2.2
Dimensions Responsiveness........................ 31
4.2.3
Dimensions Assurance................................. 33
4.2.4
Dimensions Emphati................................... 35
4.2.5
Tangible/Intangible Dimension.................... 37
CHAPTER
V
CLOSING.................................................................... 48
5.1
Conclusions.......................................................... 48
5.2
Suggestions .......................................................... 48
BIBLIOGRAPHY....................................................................... 49
ATTACHMENT
ABSTRACT
I Putu Rico Mahendra. 13212514
"THE INFLUENCE OF CONSUMER SATISFACTION
AGAINST THE SERVICES ON THE COMPANY'S DEWATA BUANA EXPRESSINDO ".
PI. The Department of management, Faculty
of Economics, Universitas Gunadarma,2015.
Keyword: Customer Satisfaction, PT Dewata Buana Expressindo
(xi + 49 + attachments)
After analysis of the data obtained from
the results of questionnaire conducted is in PT. Dewata Buana Expressindo Gods generate Dimensions of
Reliability ability of employees in providing service 68,8%, resolution
of timeliness in the process of delivery of goods the
value of 69,2%. Dimension of Responsiveness that is the
willingness of employees to help customer complaints 64,8% employee,
seriousness in addressing complaints 70,8%. Dimensions of Assurance is a
guarantee will the timeliness of submissions to the
purpose of the security against 64,4%, 63.2% of the
shipment of goods. Emphaty dimension is service hours that
suit the needs of the customer's interests, 68,4% preferred by
employees of 68,8%. Tangible dimensions is 66,0% employee appearance, 72,4%
of the fleet feasibility.
Based on the results of observation results
obtained against the 50 respondents and based on data description and hypothesis
testing that has been done, then the result of count X 2 (X 2) 67.81 critical
value greater than 26.30 at α = 5% which means accepted Ha, and it can be
inferred that the customers/consumers are satisfied against the shipping
services provided by PT. Expressindo Buana Deities.
Bibliography (2001 – 2013)
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