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2 UNIVERISTAS SUMA TERA UTARA PROGRAM STRATA-l YAKULTAS EKONOMI MEDAN Penanggung Jawab Skripsi Nama NIM Department Judul Skripsi Diana Trixie Lestari L. Tobing 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 Diana Trixie Lestari L. Tobing : Analisis Hubungan Antara Sistem Pemberian Jasa Pelayanan Terhadap Besarnya..., 2005.

8 ABSTRACT Diana Trixie, , 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 ofmedan Bartl, in Medan, the capital city ofthe 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 ofthe Department ofmanagement 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. Ifthe one is grateful by the help ofher/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, v Diana Trixie Lestari L. Tobing : Analisis Hubungan Antara Sistem Pemberian Jasa Pelayanan Terhadap Besarnya..., 2005.

9 , J. The third topic is that the facilities which the customers could find is also 4. important towards the needs ofthe 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 highlyrelated 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. V1 Diana Trixie Lestari L. Tobing : Analisis Hubungan Antara Sistem Pemberian Jasa Pelayanan Terhadap Besarnya..., 2005.

55 Diana Trixie Lestari L. Tobing : Analisis Hubungan Antara Sistem Pemberian Jasa Pelayanan Terhadap Besarnya..

64 Diana Trixie Lestari L. Tobing : Analisis Hubungan Antara Sistem Pemberian Jasa Pelayanan Terhadap Besarnya..., 20

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