PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi kasus pada perusahaan percetakan PT. Prima Honeycomb International)

JAYADI, MARKUS (2018) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi kasus pada perusahaan percetakan PT. Prima Honeycomb International). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this study is to determine the effect of product qualityand service quality to customer satisfaction. This study takes place in PT. Prima Honeycomb International, Tangerang. The sample consisted of 100 respondents that are customer who use printing service of PT Prima Honeycomb International. The sampling technique in this research is Convenience Sampling. To test the validity, reliability , and hypothesis testing using Structural Equation Modelling ( SEM ) with SmartPLS v 3.0 The results of analysis using causal analysis method shows that of 2 hypotheses contained in the study hypothesized that there are 1 significant negative effect and 1 hypothesis that positive significant effect. The hypothesis that a significant positive effect is the quality of the product on customer satisfaction. While the hypothesis that negatif significant effect, namely: quality of service on customer satisfaction. Keywords: Product Quality, Service Quality, Customer Satisfaction Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan. Penelitian ini mengambil lokasi di PT Prima Honeycomb International Tangerang. Sampel terdiri dari 100 responden yaitu pelanggan yang mengunakan jasa percetakan PT Prima Honeycomb International. Teknik pengambilan sampel dalam penelitian ini yaitu Convenience Sampling. Untuk menguji validitas, reliabilitas, dan pengujian hipotesis menggunakan Structural Equation Modelling (SEM) dengan SmartPLS v 3.0 Hasil analisis dengan menggunakan metode analisis kausal menunjukan bahwa dari 2 hipotesis yang terdapat dalam penelitian ada 1 hipotesis yang berpengaruh signifikan negatif dan 1 hipotesis yang berpengaruh signifikan positif. Hipotesis yang berpengaruh signifikan tersebut adalah kualitas produk terhadap kepuasan pelanggan. Sedangkan hipotesis yang berpengaruh signifikan negatif, yaitu: kualitas pelayanan terhadap kepuasan pelanggan. Kata kunci : Kualitas Produk, Kualitas Pelayanan, Kepuasan Pelanggan.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 472
NIM: 43112110104
Uncontrolled Keywords: Kualitas Produk, Kualitas Pelayanan, 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 > 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 > 005.435 Memory Management Programs/Program Manajemen Memori
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
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 19 Dec 2018 07:32
Last Modified: 09 Jan 2019 06:43
URI: http://repository.mercubuana.ac.id/id/eprint/46202

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