UNIVERISTAS SUMA TERA UTARA
PROGRAM STRATA-l
YAKULTAS EKONOMI
MEDAN
Penanggung Jawab Skripsi
Nama
NIM
Department
Judul Skripsi
Diana Trixie Lestari
L.
Tobing
010502061
Manajmen
: Analisis Hubungan Antara Sistem Pemberian
Jasa Pelayanan
(Services)
Terbadap Besarnya
Tingkat Kepuasan Pelanggan PadaPT Sabang
Tour and Travel Medan
Tanggal
_
Pembimbing
(Prof. DR Hj. Ritha F. Dalimunthe, S.E., M.Si)
NIP. 131.568.381
ABSTRACT
Diana Trixie, 010502061, had done this research with its title
"Analisis
Hubungan Amara Sistem Pemberian Jasa Pelayanan (Services) terhadap
Besarnya Tingkat Kepuasan Pelanggan Pada PT Sabang Tour and Travel
Medan ".
("Analyzing the Relationship Between the Customer's Satisfaction with
the Services which They Had Received at PT Sabang Tour and Travel Medan").
This research, which the writer had done, is related with Small and Middle
Businesses that the writer had seen and found located at the sub district of Medan
Bartl, in Medan, the capital city of the North Sumatera province.
This research, which the writer had written, is under the supervision of
Ms. Prof DR Ritha F. Dalimunthe, S.£., M.Si, Ms. Ora Friska Sipayung, SE,
M.Si and Ms. Ora. Yulinda, as my examiners, also the help of Ms. Ora. Lisa
Marlina as the Secretary of the Department of Management at the North Sumatera
University.
The writer herself had chosen PT Sabang Tour and Travel Medan is
because nowadays there are lots of small and middle businesses which we could
find in Medan, especially located at the sub district of Medan Bam. These
businesses are related with services, especially are related
with
tour and travels.
That is why, the writer herself had done a research since December 2004 until
April 2005 and found out that the customer's satisfaction is highly related with the
facilities of the business
(its
tangibles),
the way tile employees give accurate
information to their customers
(its reliability),
the way their affection in solving
the customer's problems
(its responsiveness),
the knowledge, action, kindness and
their personal character in making a communication among their customer and
also knowing their needs (its empathy).
Theoretically, the writer herself had noticed that services are also as
important as goods (products). In our lives, people cannot live without the help of
others that is why, by giving a services to someone is also receiving their kindness
in helping the one. If the one is grateful by the help of her/his mend, it means that
he/her feels satisfy after receiving that help. If
they
feel satisfy after consuming
one's services, then he/her will feel that
they
want to continually consume their
services over and over again.
PT Sabang Tour and Travel Medan is located at the sub district of Medan
Bam, on
JI.
Sei Wampu No. 88, Medan, North Sumatera. It
has
a good location
canse it is surrounded by the Acehnese that is why the owner himself
Mr.
Herbert Manurung, S.H., had chosen "Sabang" is because the owner had
wanted the Acehnese in using their services in buying and ordering tickets to the
other parts of Indonesia and also that "Sabang" is an area which we could find in
Aceh.
In this research, there are six main topics. Those topics are :
1.
The first topic is that the two samples between the customers who are
heading towards other places in Indonesia and are abrading are the same,
2.
The second topic is that the customers who continually consuming their
services between the ones who do not continually consume their services
are not the same,
v
4.
,
J.
The third topic is that the facilities which the customers could find is also
important towards the needs of the customer itself,
The fourth topic is that the services the customer had received from the
employees of PT Sabang Tour and Travel Medan are related with the
satisfaction in consuming the services continually,
5.
The fifth topic is that the way the employees in handling their customers
are also
highly
related with their satisfaction,
6.
TIle last topic is that the way they communicate with their customer is
also important cause having better communication means that they could
solve their customer's problem better.
In conclusion, the writer herself concludes that the way the employees
could handle the needs oftheir customers, the way they communicate and solving
their problems and also the services, which the customer's had received from
PT Sabang Tour and Travel Medan, are highly related with the customer's
satisfaction. If the rate of the customer's satisfaction increases after consuming
the services which they had received from PT Sabang Tour and Travel Medan
means that PT Sabang Tour and Travel Medan had succeeded in achieving their
goals, that is to increase the rate of its customer's satsfaction and also to gain
more consumer to consume their services.
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