ANGGA, NOVRI (2019) FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN (Studi Kasus pada Savana Laundry Utan Kayu Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis dan mendeskripsikan seberapa besar pengaruh lokasi, kualitas pelayanan, kualitas produk, dan harga terhadap kepuasan pelanggan secara parsial maupun simultan serta untuk mengetahu variabel yang lebih dominan yang berpengaruh terhadap kepuasan pelanggan. Penelitian ini dilakukan dengan menggunakan metode survey terhadap para pelanggan Savana Laundry Utan Kayu Jakarta Timur dan berdasarkan criteria yang telah ditentukan diperoleh sampel penelitian sebanyak 100 responden. Alat analisis yang digunakan sesuai dengan tujuan penelitian adalah analisis koefisien determinasi parsial, simultan dan uji hipotesis dengan alat bantu aplikasi SPSS 23.00. Hasil penelitian ini menunjukkan bahwa secara parsial lokasi, kualitas pelayanan, dan harga berpengaruh signifikan terhadap kepuasan pelanggan. Sedangkan kualitas produk secara parsial tidak berpengaruh signifikan terhadap kepuasan pelanggan, secara simultan terdapat pengaruh yang dan signifikan antara lokasi, kualitas pelayanan, kualitas produk, dan harga terhadap kepuasan pelanggan. Kata kunci : Lokasi, kualitas pelayanan, kualitas produk, harga, kepuasan pelanggan. ABSTRACT This study aims to analyze and describe how influence the location, service quality, product quality, and price on customer satisfaction partially or simultaneously and to find out more dominant variables that influence customer satisfaction. This research was conducted using a survey method for East Jakarta Savana Laundry Utan Kayu customers and based on predetermined criteria obtained by a sample of 100 respondents. The analytical tool used in accordance with the objectives of the study is the coefficient analysis of partial determination, simultaneous and hypothesis testing with the SPSS 23.00 application tool. The results of this study indicate that partially location, service quality, and price significantly influence customer satisfaction. While partial product quality does not significantly influence customer satisfaction, simultaneously there is a significant and significant effect between location, service quality, product quality, and price on customer satisfaction. Keywords : Location, Service Quality, Product Quality, Price, Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 11 Dec 2021 03:07 | ||||||||
| Last Modified: | 11 Dec 2021 03:07 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6180 |
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