@thesis{thesis,
		author={Sari  Cindy Puspita},
		title ={Peran Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan Pada PT Lancar Berkah Berlimpah Jawa Timur},
		year={2023},
		url={http://eprints.perbanas.ac.id/11527/},
		abstract={Improving service quality is very important to achieve customer satisfaction which is the goal of providing services. Therefore, improving service quality must be carried out consistently to improve service quality. The purpose of this research is to determine the level of service quality at PT Lancar Berkah Berlimpah, to determine the level of customer satisfaction at PT Lancar Berkah Berlimpah, to analyze the obstacles faced by PT Lancar Berkah Berlimpah in improving service quality, to find out the strategies used to increase customer satisfaction at PT Lancar Berkah Berlimpah. The data collection method used by the author is through documentation and interviews. Meanwhile, the data is analyzed using qualitative descriptive analysis which describes the circumstances or conditions that actually occur at the object under study. The results of the research show that the quality of service regarding customer satisfaction at PT Lancar Berkah Berlimpah is very good with a score of 4.04, while customer satisfaction is very satisfied with a score of 4.55. so, it can be concluded that customers at PT Lancar Berkah Berlimpah are very satisfied with the services provided. Then the strategy used to increase customer satisfaction is by prioritizing customer needs and desires and providing ample opportunities for customers to submit complaints and suggestions directly.}
		}