Nurfahmi, Azzizah (2018) Analisis Kepuasan Konsumen Pada Pt. Indah Yatama Air Cargo Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study was conducted to determine the level of customer satisfaction PT. Indah Yatama Air Cargo Pekanbaru. In carrying out this research the authortook the location at PT. Indah Yatama Air Cargo plantation locaten in sukajadi pekanbaru. Consumer satisfaction indicators used include Tangible, Reliability, Responsivenes, Assurance, and Emphaty. This type of research is quantitative descriptive that prioritizes the questionnaire as a data collector and the data is then used as the main raw material to analyze the objective cinditions in the research location. There are three population groups and the sample in this research are 1 branch manager, 18 employees, and 40 consumers. Technique insidental sampling. Types and data sources used in this study are primary data and secondary data. Primary data is data obtained from the research object that includes population data, questionnaire data, interview data, and other data deemed necessary. Secondary data is data obtained directly from the company where the research is supporting research analysis such as general description of the company. The results of the four indicators for employee respondents is 47,5% and included in the category of Good Enough. The results showed that the company must maintain and continue to increase customer satisfaction in the future.

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