Analysis of the Relationship between the Service System of Services to the Magnitude of the Level of Customer Satisfaction at PT Sabung Tour and Travel Medan
Introduction
The service industry has become a vital part of our lives, and its importance cannot be overstated. In today's fast-paced world, services play a crucial role in meeting the needs of customers, and businesses that provide excellent services are more likely to succeed. This research aims to analyze the relationship between the service system of services and the magnitude of the level of customer satisfaction at PT Sabung Tour and Travel Medan, a leading tour and travel agency in Medan, North Sumatra.
Background of the Study
PT Sabung Tour and Travel Medan is a small and medium-sized business that operates in the tourism and travel industry. The company was established in 2004 and has since become a popular choice for customers seeking travel services in Indonesia. The owner, Mr. Herbert Macuning, S.it , chose the name "Sabang" because he wanted to attract the interest of the people of Aceh to use their services in buying and ordering tickets to various places in Indonesia. The company's location in Medan Baru District, Jl. Sei Wampu No. 88, Medan, North Sumatra, is strategic because it is close to the Aceh community.
Theoretical Framework
Theoretically, the service is as important as goods (products) in our lives. We cannot live without the help of others. By providing services to someone, we also accept their kindness in helping us. If someone feels helped by the service provided, then he is satisfied after receiving the service. If they feel satisfied after using the service, they will want to continue to use the service repeatedly. This concept is known as the "service quality" concept, which emphasizes the importance of providing high-quality services to customers.
Research Methodology
This research was conducted from December 2004 to April 2005, and the data was collected through surveys and interviews with customers who used the services of PT Sabung Tour and Travel Medan. The research aimed to answer six main questions:
Is there a significant difference between customers who travel to various places in Indonesia and customers who do not travel?
Whether customers who sustainably use different services from customers who are not sustainable using services.
Whether the facilities provided by PT Sabung Tour and Travel Medan are in accordance with customer needs.
Whether the services received by customers from employees of PT Sabung Tour and Travel Medan are related to customer satisfaction in using these services on a sustainable manner.
Whether the way employees handle customers related to the level of customer satisfaction.
Whether communication that exists between employees and customers is important because good communication can help solve customer problems better.
Results and Discussion
The results of the research showed that there is a significant relationship between the service system of services and the magnitude of the level of customer satisfaction at PT Sabung Tour and Travel Medan. The study found that customer satisfaction is closely related to business facilities (facilities), the accuracy of information provided by employees to customers (reliability), how employees deal with customer problems (responsive power), knowledge, action, hospitality, and employee personal character in building communication with customers and understanding their needs (empathy).
Conclusion
In conclusion, the authors conclude that the way employees handle customer needs, the way they communicate and solve customer problems, as well as services received by customers from PT Sabung Tour and Travel Medan, closely related to customer satisfaction. If the level of customer satisfaction increases after using the services they receive from PT Sabung Tour and Travel Medan, PT Sabung Tour and Travel Medan has achieved its goals, namely increasing the level of customer satisfaction and getting more consumers to use their services.
Recommendations
Based on the findings of this research, the following recommendations are made:
PT Sabung Tour and Travel Medan should continue to improve its service system to meet the needs of customers.
The company should provide training to its employees on how to handle customer problems and provide excellent services.
The company should also improve its communication with customers to ensure that their needs are met.
The company should continue to monitor customer satisfaction and make adjustments to its service system as needed.
Limitations of the Study
This study has several limitations. Firstly, the study was conducted in a specific location, Medan, North Sumatra, and may not be generalizable to other locations. Secondly, the study only focused on the service system of services and may not have considered other factors that may affect customer satisfaction. Finally, the study was conducted in a specific time period, and the results may not be applicable to other time periods.
Future Research Directions
Future research should aim to replicate this study in other locations and with other service providers. Additionally, future research should consider other factors that may affect customer satisfaction, such as the quality of services, the price of services, and the convenience of services.Frequently Asked Questions (FAQs) about the Analysis of the Relationship between the Service System of Services to the Magnitude of the Level of Customer Satisfaction at PT Sabung Tour and Travel Medan
Q: What is the main objective of this research?
A: The main objective of this research is to analyze the relationship between the service system of services and the magnitude of the level of customer satisfaction at PT Sabung Tour and Travel Medan.
Q: What is the significance of this research?
A: This research is significant because it provides insights into the factors that affect customer satisfaction in the service industry. It also highlights the importance of providing excellent services to customers in order to achieve customer satisfaction.
Q: What are the key findings of this research?
A: The key findings of this research are that customer satisfaction is closely related to business facilities (facilities), the accuracy of information provided by employees to customers (reliability), how employees deal with customer problems (responsive power), knowledge, action, hospitality, and employee personal character in building communication with customers and understanding their needs (empathy).
Q: What are the implications of this research?
A: The implications of this research are that service providers should focus on providing excellent services to customers in order to achieve customer satisfaction. This includes providing accurate information, being responsive to customer problems, and having a good understanding of customer needs.
Q: What are the limitations of this research?
A: The limitations of this research are that it was conducted in a specific location, Medan, North Sumatra, and may not be generalizable to other locations. Additionally, the study only focused on the service system of services and may not have considered other factors that may affect customer satisfaction.
Q: What are the recommendations of this research?
A: The recommendations of this research are that PT Sabung Tour and Travel Medan should continue to improve its service system to meet the needs of customers. The company should also provide training to its employees on how to handle customer problems and provide excellent services.
Q: What are the future research directions?
A: Future research should aim to replicate this study in other locations and with other service providers. Additionally, future research should consider other factors that may affect customer satisfaction, such as the quality of services, the price of services, and the convenience of services.
Q: What are the benefits of this research?
A: The benefits of this research are that it provides insights into the factors that affect customer satisfaction in the service industry. It also highlights the importance of providing excellent services to customers in order to achieve customer satisfaction.
Q: What are the contributions of this research?
A: The contributions of this research are that it provides a comprehensive analysis of the relationship between the service system of services and the magnitude of the level of customer satisfaction. It also highlights the importance of providing excellent services to customers in order to achieve customer satisfaction.
Q: What are the applications of this research?
A: The applications of this research are that it can be used by service providers to improve their service system and meet the needs of customers. It can also be used by researchers to study the factors that affect customer satisfaction in the service industry.
Q: What are the future implications of this research?
A: The future implications of this research are that it can be used to develop new strategies for improving customer satisfaction in the service industry. It can also be used to develop new models for predicting customer satisfaction in the service industry.
Q: What are the limitations of the applications of this research?
A: The limitations of the applications of this research are that it may not be generalizable to other locations or service providers. Additionally, the study only focused on the service system of services and may not have considered other factors that may affect customer satisfaction.