Widjaya, Ignasius Irvan (2014) Analisis Pengaruh Kualitas Produk, Persepsi Harga, dan Kualitas Layanan Purna Jual Terhadap Kepuasan Pelanggan di PT. Hargen Nusantara. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Tesis ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas produk, persepsi harga, dan kualitas layanan purna jual terhadap kepuasan pelanggan di PT. Hargen Nusantara. Populasi dalam penelitian ini adalah seluruh pelanggan sektor bisnis yang sudah membeli genset di PT. Hargen Nusantara. Sampel ditetapkan dengan menggunakan teknik simple random sampling, dan pengumpulan datanya dengan kuesioner. Analisis datanya menggunakan model kausalitas atau pengaruh, untuk menguji hipotesis yang diajukan dalam penelitian ini , teknik analisis datanya menggunakan SPSS (Statistical Program Social Science). Berdasarkan hasil analisis menunjukkan bahwa kualitas produk, persepsi harga dan kualitas layanan purna jual berpengaruh signifikan dan simultan terhadap kepuasan pelanggan di PT. Hargen Nusantara. Selain itu, persepsi harga juga mempunyai pengaruh paling dominan dibanding kualitas produk ataupun kualitas layanan purna jual. Kata Kunci: Kualitas Produk, Persepsi Harga, Kualitas Layanan Purna Jual, Kepuasan Pelanggan. The purpose of this thesis is to analyze and discover the effect of quality product, price perception, and aftersales service quality to customer satisfaction in PT. Hargen Nusantara, Tangerang. The population in this research is business customers who have purchased diesel generator sets in PT. Hargen Nusantara, Tangerang. This research used simple random technique to get the samples, and the data will be collected using questionnaire. The data will be analyzed using a model of causality or influence, to test the hypothesis proposed in this research, technical data analysis is using SPSS (Statistical Program Social Science). Based on the analysis result shows that the quality product, price perception, and aftersales service quality significantly and simultaneously affecting customer satisfaction. Furthermore, the price perception has the strongest effect on customer satisfaction more than quality product and aftersales service quality. Keywords: Quality Product, Price Perception, Aftersales Service Quality, and Customer Satisfaction.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-14-188 |
| Call Number: | TM/51/15/100 |
| NIM/NIDN Creators: | 55111120221 |
| Uncontrolled Keywords: | Quality Product, Price Perception, Aftersales Service Quality, and Customer Satisfaction. Kualitas Pelayanan, mku, manajemen keuangan |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 21 May 2015 15:53 |
| Last Modified: | 31 Oct 2022 02:53 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/13882 |
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