TUGAS SOFTSKILL BAHASA INGGRIS 2 KE 1

ANALYSIS OF SANITATION SERVICES CV RAWAYAN ON THE LEVEL OF CUSTOMER SATISFACTION

SCIENTIFIC WRITING SEMINAR

Asked To Completing Terms To Achieve

Equivalent Bachelor Degree Programs Study Management Strata One

Faculty of Economics, University Gunadarma

Name                        : Ade Damayanti

NPM                         : 10213129

Department              : Management

Supervisor                : Anisah, SE., MM.

FACULTY OF ECONOMICS

GUNADARMA UNIVERSITY

JAKARTA

2016

ABSTRACT

Ade Damayanti, 10213129

ANALYSIS OF SANITATION SERVICES CV RAWAYAN ON THE LEVEL OF CUSTOMER SATISFACTION

Scientific Writing: Department of Management, Faculty of Economics, University Gunadarma, 2016

Keywords: Satisfaction, Sanitation Services.

(Xii + 55 + Appendix)

This study aimed to determine the effect of the level of customer satisfaction sanitation services, and determine the effect of the level of customer satisfaction simultaneously to sanitation services.

The data used are primary data using questionnaires distributed to 109 respondents are subscribers of CV Rawayan sanitation services. The variable is measured based on the perception of respondents using a Likert scale. Analysis tools used are validity, reliability test, classic assumption test consisting normality test, heteroskedastitas, multicollinearity test, multiple linear regression, coefficient of determination (R ²), t test and f test using SPSS 20.0 software.

Based on the results of research partially (t test) direct evidence of 0.003 means the effect on customer satisfaction because it is smaller than the significance level of 0.05, the reliability of 0.18 means no effect on customer satisfaction because it is larger than the level of significance of 0.05 , the grasp of 0.000 means that no effect on customer satisfaction because of greater significance than tariffs of 0.05, a deposit of 0.161 means that no effect on customer satisfaction because of greater significance than tariffs of 0.05, 0.934 empathy means no effect on satisfaction customers because of greater than rates of significance is 0.05, then simultaneously (test f) direct evidence, reliability, capture power, assurance and empathy of 0.000 means the effect on customer satisfaction because it is larger than the level of significance is 0.05 while the coefficient of determination (²) amounted to 64.9% while the remaining 35.1 % Influenced by other variables not included in this model.

Bibliography (2002-2013)

CHAPTER V

COVER

5.1 Conclusion

Based on the results of research that has been done in the previous chapter, then obtained some conclusions as follows:

Partially direct evidence, reliability, capture power, assurance, and empathy terhaadap affect customer satisfaction on Rawayan sanitation services. It can be known to test the hypothesis partially (t test) to test the first hypothesis (H1) that is direct evidence (X1), reliability (X2), comprehension (X3), assurance (X4), and empathy (X5) effect on satisfaction customer (Y) means that the results of the test this hypothesis reject Ho and accept Ha. Thus the second hypothesis (H2).

While simultaneously it can be concluded there is no direct evidence of the influence of variables, reliability, capture power, assurance and empathy together against the dependent variable is customer satisfaction.

5.2 Suggestions

The results of this study are expected to provide examples of ideas for further research, in explaining patterns of relationship and influence between direct evidence, reliability, capture power, assurance, and empathy for customer satisfaction. The difference in the effect of direct evidence of customer satisfaction among the results of this study with previous research interesting to do further research.

Future studies are expected to integrate indicators other services beyond those already examined in this study. Scope object respondents also interesting to study further.