Factors that Need to be Improved

Oct 13, 2025 by magicalceylontours.com 142 views

The Effect of Service Quality, Price, and Facilities on Customer Satisfaction: A Study of PO. Samosir Indigenous (Sampri) Medan

Introduction

In today's competitive market, customer satisfaction is a crucial factor for businesses to achieve success. One of the key transportation companies in Medan, Indonesia, is PO. Samosir Indigenous (Sampri), which provides various services to its customers. However, the company faces challenges in maintaining high customer satisfaction levels. This study aims to investigate the effect of service quality, price, and facilities on customer satisfaction of PO. Sampri.

Methodology

This associative study involved 100 respondents who were PO customers. Sampri, selected using the Slovin formula. Data was collected through interviews and questionnaires, then analyzed using multiple linear regression. The results showed that together, the quality of service, price, and facilities had a significant influence on customer satisfaction PO. Sampri.

The Effect of Service Quality, Price, and Facilities on Customer Satisfaction

The results of this study show that the quality of service, price, and facilities have a significant influence on customer satisfaction PO. Sampri. These findings are consistent with previous studies that have shown the importance of service quality, price, and facilities in building customer satisfaction and loyalty.

Service Quality: A Key Factor in Customer Satisfaction

Service quality is a critical factor in building customer satisfaction and loyalty. However, the results of this study show that service quality, despite having a positive influence, is not significant on customer satisfaction. This shows that PO. Sampri may need to improve certain aspects of the quality of service to be more impactful on customer satisfaction.

Factors that Need to be Improved

PO. Sampri needs to identify certain aspects of the quality of service that need to be improved. This can be done by conducting further customer satisfaction surveys or analyzing customer complaints. Some examples of improvement include:

Increasing the hospitality and professionalism of staff
Increasing the timeliness of departure
Ensuring the cleanliness and comfort of the fleet

Price: A Competitive but Profitable Pricing Strategy

Price is another critical factor in building customer satisfaction and loyalty. The results of this study show that prices have a positive and significant effect on customer satisfaction. This means that customers are very concerned about the prices offered by PO. Sampri. PO. Sampri needs to consider a competitive but still profitable pricing strategy. Some examples of strategy include:

Providing special discounts for loyal customers
Offering promo packages
Providing additional services at affordable prices

Facilities: A Key Differentiator

Facilities are a key differentiator for PO. Sampri. The results of this study show that facilities have a positive and significant effect on customer satisfaction. This means that customers are very concerned about the facilities offered by PO. Sampri. PO. Sampri can consider improving the facilities offered such as:

Providing free Wi-Fi
Electric plugs
Entertainment in the fleet

Conclusion

This study provides a better understanding of the factors that affect customer satisfaction PO. Sampri. The results show that PO. Sampri needs to focus on improving service quality, maintaining competitive prices, and continuing to improve the facilities offered to build higher customer satisfaction and increase customer loyalty.

Recommendation

Based on the findings of this study, the following recommendations are made:

PO. SAMPRI must conduct periodic evaluations of the quality of his services and make the required adjustments.
PO. Sampri can do market research to understand customer preferences and adjust the prices and facilities offered.
PO. SAMPRI can take advantage of technology to improve service quality, such as providing mobile applications for ticket reservations and travel information.

Implications for PO. Sampri

The findings of this study have significant implications for PO. Sampri. By focusing on improving service quality, maintaining competitive prices, and continuing to improve the facilities offered, PO. Sampri can increase customer satisfaction and achieve sustainable business growth.

Limitations of the Study

This study has some limitations. The sample size is relatively small, and the study only focuses on PO. Sampri customers. Future studies can consider a larger sample size and include customers from other transportation companies.

Future Research Directions

Future research can consider the following directions:

Investigating the effect of service quality, price, and facilities on customer satisfaction in other transportation companies.
Conducting a longitudinal study to investigate the effect of service quality, price, and facilities on customer satisfaction over time.
Investigating the role of technology in improving service quality and customer satisfaction.

Conclusion

In conclusion, this study provides a better understanding of the factors that affect customer satisfaction PO. Sampri. The results show that PO. Sampri needs to focus on improving service quality, maintaining competitive prices, and continuing to improve the facilities offered to build higher customer satisfaction and increase customer loyalty.
Frequently Asked Questions (FAQs) about the Effect of Service Quality, Price, and Facilities on Customer Satisfaction: A Study of PO. Samosir Indigenous (Sampri) Medan

Q: What is the main objective of this study?

A: The main objective of this study is to investigate the effect of service quality, price, and facilities on customer satisfaction of PO. Samosir Indigenous (Sampri) Medan.

Q: What methodology was used in this study?

A: This study used a quantitative approach, involving 100 respondents who were PO customers. Sampri, selected using the Slovin formula. Data was collected through interviews and questionnaires, then analyzed using multiple linear regression.

Q: What are the key findings of this study?

A: The key findings of this study are that service quality, price, and facilities have a significant influence on customer satisfaction PO. Sampri. However, service quality, despite having a positive influence, is not significant on customer satisfaction.

Q: What are the implications of this study for PO. Sampri?

A: The findings of this study have significant implications for PO. Sampri. By focusing on improving service quality, maintaining competitive prices, and continuing to improve the facilities offered, PO. Sampri can increase customer satisfaction and achieve sustainable business growth.

Q: What are the limitations of this study?

A: This study has some limitations. The sample size is relatively small, and the study only focuses on PO. Sampri customers. Future studies can consider a larger sample size and include customers from other transportation companies.

Q: What are the recommendations of this study for PO. Sampri?

A: Based on the findings of this study, the following recommendations are made:

PO. SAMPRI must conduct periodic evaluations of the quality of his services and make the required adjustments.
PO. Sampri can do market research to understand customer preferences and adjust the prices and facilities offered.
PO. SAMPRI can take advantage of technology to improve service quality, such as providing mobile applications for ticket reservations and travel information.

Q: What are the future research directions suggested by this study?

A: Future research can consider the following directions:

Investigating the effect of service quality, price, and facilities on customer satisfaction in other transportation companies.
Conducting a longitudinal study to investigate the effect of service quality, price, and facilities on customer satisfaction over time.
Investigating the role of technology in improving service quality and customer satisfaction.

Q: What are the benefits of improving service quality, price, and facilities for PO. Sampri?

A: Improving service quality, price, and facilities can lead to increased customer satisfaction, loyalty, and retention. This can result in increased revenue, market share, and competitiveness for PO. Sampri.

Q: How can PO. Sampri measure the effectiveness of its service quality, price, and facilities?

A: PO. Sampri can measure the effectiveness of its service quality, price, and facilities by conducting customer satisfaction surveys, analyzing customer complaints, and monitoring customer feedback.

Q: What are the challenges that PO. Sampri may face in improving its service quality, price, and facilities?

A: PO. Sampri may face challenges such as limited resources, high competition, and changing customer preferences. However, by prioritizing customer satisfaction and continuously improving its service quality, price, and facilities, PO. Sampri can overcome these challenges and achieve sustainable business growth.

Q: How can PO. Sampri stay competitive in the transportation industry?

A: PO. Sampri can stay competitive by continuously improving its service quality, price, and facilities, and by adopting new technologies and innovations to enhance customer experience.