Information and Communication Technology

Oct 13, 2025 by talynt.org 59 views

Introduction

PT. Bona Trans Persada is a prominent company in Indonesia that specializes in providing transportation services for land and sea (freight forwarding). With a strong presence in the domestic market, the company has established itself as one of the leading goods transportation service providers in the country. However, despite its success, PT. Bona Trans Persada has been facing an increasing number of customer complaints and struggling to achieve revenue targets. This indicates that the quality of service provided by the company still needs to be improved.

Background

The purpose of this study is to analyze the effect of the low level of customer satisfaction on the quality of service provided by PT. Bona Trans Persada. The quality of service is measured based on five dimensions, namely physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance, and empathy (empathy). This study also aims to identify the service policies that have been implemented by the company to increase customer satisfaction.

Methodology

In this study, Pearson's correlation analysis was used to find out how closely the relationship between independent variables and customer satisfaction. Meanwhile, multiple regression analysis aims to determine whether there is a positive effect of each independent variable on the dependent variable. The results showed that the low level of customer satisfaction was significantly influenced by the five dimensions of service quality that had been mentioned, with a very strong and unidirectional correlation.

Results

The results of multiple regression analysis show that if the performance of these five dimensions increases, then customer satisfaction at PT. Bona Trans Persada will also increase. Conversely, if the performance in the five dimensions decreases, then customer satisfaction will also decrease. This finding is reinforced by the constant value of -0.263, which shows a negative relationship between independent variables and customer satisfaction.

Discussion

Although this research shows a positive influence between service quality and customer satisfaction, there are still other factors that play a role in this matter. Therefore, it is important to conduct further research to identify and evaluate additional factors that might affect customer satisfaction at PT. Bona Trans Persada. This is very important to improve customer experience and minimize complaints that have been happening.

Conclusion

By understanding more about the effect of service quality on customer satisfaction, PT. Bona Trans Persada can take more appropriate strategic steps to improve their services. Applying training for employees about the importance of empathy and reliability in serving customers, as well as improving physical facilities, are concrete steps that can be taken. Further research can also explore new aspects of services that have not been previously considered, such as information and communication technology, which can improve the efficiency of shipping and customer satisfaction.

Recommendations

Employee Training: Provide training for employees on the importance of empathy and reliability in serving customers. This will help to improve the quality of service and increase customer satisfaction.
Physical Facilities: Improve physical facilities, such as warehouses and transportation equipment, to ensure that they are well-maintained and efficient.
Information and Communication Technology: Explore the use of information and communication technology to improve the efficiency of shipping and customer satisfaction.
Continuous Evaluation: Conduct ongoing evaluation and improvement of the quality of service to ensure that it meets the needs of customers.

Limitations

This study has several limitations. Firstly, the study only focuses on the five dimensions of service quality, which may not be comprehensive. Secondly, the study only uses data from PT. Bona Trans Persada, which may not be representative of other companies in the industry. Finally, the study only analyzes the effect of service quality on customer satisfaction, which may not be the only factor that affects customer satisfaction.

Future Research Directions

Comprehensive Service Quality Dimensions: Explore the use of other service quality dimensions, such as timeliness and convenience, to improve customer satisfaction.
Industry-Wide Study: Conduct a study that includes multiple companies in the industry to identify best practices and areas for improvement.
Customer Satisfaction Factors: Identify and evaluate additional factors that might affect customer satisfaction, such as customer expectations and perceived value.

Conclusion

Q: What is the main purpose of this study?

A: The main purpose of this study is to analyze the effect of the low level of customer satisfaction on the quality of service provided by PT. Bona Trans Persada.

Q: What are the five dimensions of service quality used in this study?

A: The five dimensions of service quality used in this study are physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance, and empathy (empathy).

Q: What is the relationship between service quality and customer satisfaction?

A: The results of this study show that there is a very strong and unidirectional correlation between service quality and customer satisfaction. This means that if the performance of the five dimensions of service quality increases, then customer satisfaction will also increase.

Q: What are the implications of this study for PT. Bona Trans Persada?

A: The implications of this study for PT. Bona Trans Persada are that the company needs to improve its service quality in order to increase customer satisfaction. This can be achieved by providing training for employees, improving physical facilities, and exploring the use of information and communication technology.

Q: What are the limitations of this study?

A: The limitations of this study are that it only focuses on the five dimensions of service quality, which may not be comprehensive. Additionally, the study only uses data from PT. Bona Trans Persada, which may not be representative of other companies in the industry.

Q: What are the future research directions for this study?

A: The future research directions for this study are to explore the use of other service quality dimensions, conduct a study that includes multiple companies in the industry, and identify and evaluate additional factors that might affect customer satisfaction.

Q: How can PT. Bona Trans Persada improve its service quality?

A: PT. Bona Trans Persada can improve its service quality by providing training for employees, improving physical facilities, and exploring the use of information and communication technology. Additionally, the company can conduct ongoing evaluation and improvement of the quality of service to ensure that it meets the needs of customers.

Q: What is the importance of customer satisfaction for PT. Bona Trans Persada?

A: Customer satisfaction is important for PT. Bona Trans Persada because it can lead to increased revenue, customer loyalty, and a competitive advantage in the market. Additionally, customer satisfaction can help to minimize complaints and improve the overall reputation of the company.

Q: How can PT. Bona Trans Persada measure customer satisfaction?

A: PT. Bona Trans Persada can measure customer satisfaction by using surveys, focus groups, and other research methods to gather data from customers. The company can also use metrics such as customer retention rates, customer acquisition costs, and customer lifetime value to measure customer satisfaction.

Q: What are the benefits of improving customer satisfaction for PT. Bona Trans Persada?

A: The benefits of improving customer satisfaction for PT. Bona Trans Persada are increased revenue, customer loyalty, and a competitive advantage in the market. Additionally, improving customer satisfaction can help to minimize complaints and improve the overall reputation of the company.