PENGARUH KUALITAS PRODUK, HARGA TERHADAP KEPUASAN PELANGGAN MELALUI KUALITAS PELAYANAN

IRA, IRA HARIANJA (2021) PENGARUH KUALITAS PRODUK, HARGA TERHADAP KEPUASAN PELANGGAN MELALUI KUALITAS PELAYANAN. Skripsi thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA JAKARTA.

[img] Text (cover)
Cover_final-converted.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (274kB)
[img] Text (BAB I)
BAB I_REPOSITORY.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (49kB)
[img] Text (BAB II)
BAB II_REPOSITORY-converted.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (248kB)
[img] Text (BAB III)
BAB III_REPOSITORY-converted.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (344kB)
[img] Text (BAB IV)
BAB IV_REPOSITORY-converted.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (394kB) | Request a copy
[img] Text (BAB V)
BAB V_REPOSITORY.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (31kB) | Request a copy
[img] Text (DAFTAR REFERENSI)
DAFTAR REFERENSI_REPOSITORY-converted.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (132kB)
[img] Text (LAMPIRAN)
LAMPIRAN_REPOSITORY-converted.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (664kB)

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas Produk, dan harga terhadap kepuasan pelanggan melalui Kualitas Pelayanan PT. Sigma Andalan Nusa. Kualitas produk dan harga sebagai variabel independen dan Kualitas Pelayanan sebagai variabel intervening sebagai indikator kepuasan pelanggan.Variabeldependen dalam peneliatian ini adalah kepuasan pelanggan. Penelitian ini menggunakan jenis penelitian kuantitatif, yang dianalisis dengan koefisien determinasi dengan bantuan alat hitung statistik SPSS versi 25.0 for windows. Populasi dalam penelitian ini adalah pelanggan PT. Sigma Andalan Nusa. Penentuan sampel menggunakan metode Purposeive Sampling, dengan sampel sebanyak 55 orang pelanggan. data yang digunakan dalam penelitian ini adalah data primer dan pengumpulan data menggunakan metode kuesioner. Teknik analisisn data dari penelitian ini meliputi uji normalitas, uji multikolienearitas, uji heteroskedasitas, uji sobel, uji keefisien determinasi (R²), uji hipotesis, uji simultan (uji F), uji dan uji parsial (uji t). Penelitian ini menunjukkan hasil bahwakualitas produk memiliki nilai 0.000 atau lebih kecil dari nilai taraf nyata ɑ (5% atau 0,05) sehingga dapat dikatakan kualitas produk,berpengaruh positif signifikan terhadap kepuasan pelanggan melalui kualitas pelayanan PT. Sigma Andalan Nusa dan harga memiliki nilai 0.000 atau lebih kecil dari nilai taraf nyata ɑ (5% atau 0,05) sehingga dapat dikatakan harga berpengaruh positif signifikan terhadap kepuasanpelanggan melalui kualitas pelayanan PT. Sigma Andalan Nusa. KataKunci : Kulitas Produk, Harga, Kualitas Pelayanan, Kepuasan Pelanggan. This study aims to determine the effect of product quality and price on customer satisfaction through Service Quality PT. Sigma Andalan Nusa. Product quality and price as independent variables and Service Quality as an intervening variable as an indicator of customer satisfaction. The dependent variable in this research is customer satisfaction. This study uses a quantitative research type, which is analyzed by the coefficient of determination with the help of the SPSS version 25.0 statistical calculator for windows. The population in this study were customers of PT. Sigma Andalan Nusa. Determination of the sample using the Purposeive Sampling method, with a sample of 55 customers. the data used in this study is primary data and data collection using a questionnaire method. Data analysis techniques from this study include normality test, multicollinearity test, heteroscedasticity test, Sobel test, determination efficiency test (R²), hypothesis testing, simultaneous test (F test), partial test and test (t test). This study shows the results that product quality has a value of 0.000 or less than the value of the significance level (5% or 0.05) so that it can be said that product quality has a significant positive effect on customer satisfaction through the service quality of PT. Sigma Andalan Nusa and price have a value of 0.000 or less than the value of the significance level (5% or 0.05) so that it can be said that the price has a significant positive effect on customer satisfaction through the quality of service of PT. Sigma Andalan Nusa. Keywords: Product Quality, Price, Service Quality,Customer Satisfaction.

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorJACK, RULAND WILLY JACK SUMAMPOUW0303047604ruland_wjs@stei.ac.id
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Ira Harianja
Date Deposited: 19 Aug 2021 04:31
Last Modified: 19 Aug 2021 04:31
URI: http://repository.stei.ac.id/id/eprint/4510

Actions (login required)

View Item View Item
Repository STEI is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.