ANALISIS KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT. ROTARYANA PURNA SARANA

MAHARANI, ANGGUN (2018) ANALISIS KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT. ROTARYANA PURNA SARANA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to test and analyze whether service quality and product quality significantly influence customer satisfaction at PT. Rotaryana Full Means. The object of this research is the McDonalds Store located in the Jakarta area. This research was conducted on 32 respondents using survey techniques with questionnaires. Data analysis in this study uses the help of Variance Based Structural Equation Modeling where the data processing uses Partial Least Square (PLS) Version 3.0. The results of this study indicate that partially, service quality variables have a significant effect on customer satisfaction and variable product quality has a significant effect on customer satisfaction. Keyword : Service Quality, Product Quality and Customer Satisfaction Tujuan penelitian ini adalah untuk menguji dan mengenalisa apakah kualitas layanan dan kualitas produk berpengaruh secara signifikan terhadap kepuasan pelanggan pada PT. Rotaryana Purna Sarana. Objek penelitian ini adalah Store McDonalds yang berada di wilayah Jakarta. Penelitian ini dilakukan terhadap 32 responden dengan menggunakan teknik survey dengan alat penyebaran kuesioner. Analisis data pada penelitian ini menggunakan bantuan Variance Based Structural Equation Modeling dimana pengolahan datanya menggunakan program Partial Least Square (PLS) Versi 3.0. Hasil penelitian ini menunjukan bahwa secara parsial, variabel kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan dan variabel kualitas produk berpengaruh signifikan terhadap kepuasan pelanggan. Kata kunci: Kualitas Layanan, Kualitas Produk dan Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 552
NIM: 43114110446
Uncontrolled Keywords: Kualitas Layanan, Kualitas Produk dan Kepuasan Pelanggan
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 14 Nov 2018 04:36
Last Modified: 09 Jan 2019 08:26
URI: http://repository.mercubuana.ac.id/id/eprint/45586

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