Penanggung Jawab Skripsi

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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

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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,

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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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