Effect Of Service Quality, Price And Location On Service User Satisfaction CV. One Nusa Bandar Happy Medan

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Introduction

In today's competitive market, customer satisfaction is the key to success for any company. For CV. One Nusa Bandar Selamat Medan, a company that provides inter-city land transportation services in the province, service user satisfaction is crucial for its growth and development. This study aims to investigate the effect of service quality, price, and location on the satisfaction of CV service users. One country.

Background of the Study

Customer satisfaction is a vital aspect of any business, and it is essential to understand the factors that influence it. Service quality, price, and location are three critical factors that can impact customer satisfaction. Service quality refers to the level of service provided by a company, including factors such as responsiveness, hospitality, and clarity of information. Price is another essential factor, as customers are often sensitive to prices and may choose a service based on its affordability. Location is also a critical factor, as easily accessible locations can increase customer satisfaction.

Methodology

This study uses an associative quantitative approach and involves 100 respondents who have used CV services. One country. Data is collected through questionnaires and secondary data, such as books, journals, thesis, and the internet. The study aims to investigate the effect of service quality, price, and location on the satisfaction of CV service users.

Service Quality: Importance of Attention and Responsive

The results of the study prove that service quality has a significant influence on service user satisfaction. This shows that CV. One Nusa needs to continue to improve the quality of its services. Factors that need to be considered in improving service quality include:

Alacrity and Responsiveness

Service users expect companies that are responsive to their needs and complaints. CV. One Nusa needs to ensure that the officer is always ready to help and provide a timely solution. This can be achieved by:

  • Providing a 24/7 customer service hotline
  • Responding promptly to customer complaints and feedback
  • Ensuring that officers are well-trained to handle customer inquiries and complaints

Hospitality and Professionalism

Friendly, polite, and professional staff will make service users feel comfortable and valued. This can be achieved by:

  • Providing a welcoming and friendly environment for customers
  • Ensuring that staff are well-trained to provide excellent customer service
  • Encouraging staff to be proactive in resolving customer complaints and issues

Clarity of Information

Accurate and easy to understand information about schedules, routes, and tariffs is very important for service users. This can be achieved by:

  • Providing clear and concise information about services and schedules
  • Ensuring that information is easily accessible and available to customers
  • Providing regular updates and notifications to customers about changes to services and schedules

Location: Easy Access, Maximum Satisfaction

Easily accessible locations are important factors in service user satisfaction. This study proves that the location has a significant effect on service user satisfaction. CV. One Nusa needs to consider strategies to increase accessibility, such as:

Strategic Location

Strategic location, close to the city center or transit site, makes it easy for service users to access CV services. One country. This can be achieved by:

  • Identifying strategic locations for CV services
  • Ensuring that services are easily accessible and visible to customers
  • Providing clear signage and directions to CV services

Parking Facilities

Adequate parking facilities will provide comfort for service users who come using private vehicles. This can be achieved by:

  • Providing sufficient parking spaces for customers
  • Ensuring that parking facilities are easily accessible and well-maintained
  • Providing clear signage and directions to parking facilities

Signs

Clear and easily visible pointer sign will help service users find CV locations. One Nusa easily. This can be achieved by:

  • Providing clear and concise signage to CV services
  • Ensuring that signage is easily visible and accessible to customers
  • Providing regular updates and notifications to customers about changes to signage and directions

Price: Consideration that is Not Too Dominant

Interestingly, this research shows that prices have no significant effect on the satisfaction of CV service users. One country. This indicates that service users prioritize service quality and location factor compared to prices. However, this does not mean that the price is not important. CV. One Nusa still needs to pay attention to the price factor in order to remain competitive.

Conclusions and Recommendations

This study shows that the quality of service and location has an important role in building the satisfaction of CV service users. One country. Although the price is not a dominant factor, CV. One Nusa still has to maintain the price to remain competitive.

Based on the results of the study, CV. One Nusa can take a few strategic steps to increase service user satisfaction, namely:

Prioritizing Service Quality

Focusing on improving service quality by building a team that is responsive, friendly, and professional.

Increasing Location Accessibility

Paying attention to strategic locations, providing adequate parking facilities, and putting clear signposts.

Maintaining Price Competitive

Running the right price strategy to remain competitive in the market.

By paying attention to these three main factors, CV. One Nusa Bandar Selamat Medan can build customer loyalty and increase its market share in the field of inter-city land transportation services in the province.

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 location on the satisfaction of CV service users. One country.

Q: What is the methodology used in this study?

A: This study uses an associative quantitative approach and involves 100 respondents who have used CV services. One country. Data is collected through questionnaires and secondary data, such as books, journals, thesis, and the internet.

Q: What are the key findings of this study?

A: The key findings of this study are:

  • Service quality has a significant influence on service user satisfaction.
  • Location has a significant effect on service user satisfaction.
  • Price has no significant effect on the satisfaction of CV service users. One country.

Q: What are the implications of this study?

A: The implications of this study are:

  • CV. One Nusa needs to continue to improve the quality of its services.
  • CV. One Nusa needs to consider strategies to increase accessibility, such as strategic location, parking facilities, and clear signage.
  • CV. One Nusa still needs to pay attention to the price factor in order to remain competitive.

Q: What are the recommendations of this study?

A: The recommendations of this study are:

  • CV. One Nusa should prioritize service quality by building a team that is responsive, friendly, and professional.
  • CV. One Nusa should increase location accessibility by paying attention to strategic locations, providing adequate parking facilities, and putting clear signposts.
  • CV. One Nusa should maintain a competitive price strategy to remain competitive in the market.

Q: What are the limitations of this study?

A: The limitations of this study are:

  • The study is limited to 100 respondents who have used CV services. One country.
  • The study only investigates the effect of service quality, price, and location on service user satisfaction.
  • The study does not investigate other factors that may influence service user satisfaction.

Q: What are the future research directions?

A: The future research directions are:

  • Investigating the effect of other factors on service user satisfaction, such as customer service, product quality, and price.
  • Conducting a study on a larger sample size to increase the generalizability of the findings.
  • Investigating the effect of service quality, price, and location on service user satisfaction in different industries.

Q: What are the practical implications of this study?

A: The practical implications of this study are:

  • CV. One Nusa can use the findings of this study to improve its services and increase customer satisfaction.
  • Other companies in the transportation industry can use the findings of this study to improve their services and increase customer satisfaction.
  • Policymakers can use the findings of this study to develop policies that promote customer satisfaction in the transportation industry.

Q: What are the theoretical implications of this study?

A: The theoretical implications of this study are:

  • The study contributes to the existing literature on service quality, price, and location and their effect on service user satisfaction.
  • The study provides a framework for understanding the complex relationships between service quality, price, and location and service user satisfaction.
  • The study provides a basis for future research on the topic of service quality, price, and location and their effect on service user satisfaction.