WIDIANTI, AYU (2020) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN PRESEPSI HARGA TERHADAP KEPUASAN PELANGGAN BATUBARA PT SRIWIJAYA BARA PRIHARUM DI INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research is aimed to analyze the impact of product quality, service quality, and perceived price to customer satisfaction of PT Sriwijaya Bara Priharum's Coal. The population was 7 company which has made coal's trading transaction with PT. Sriwijaya Bara Priharum’s in Indonesia with 35 respondents. The data analysis technique used is multiple linear regression analysis using SPSS 25. The results of this research show that product quality, service quality and perceived price had both partially and simultaneously give positive impact and significant on customer satisfaction. The results of this study can be considered by companies to determine the policies that can be taken to improve customer satisfaction. The researcher suggests the next research to be done with additional variable which is explaining customer satisfaction and its impact for loyal customer. Therefore, researcher suggested to expand location of research with similar type of business then do the comparison between these locations. Keywords: Product Quality, Service Quality, Perceived Price, Customer Satisfactions. Penelitian ini bebrtujuan untuk menganalisis dampak kualitas produk, kualitas pelayanan, dan persepsi harga terhadap kepuasan pelanggan batubara PT Sriwijaya Bara Priharum. Populasi penelitian adalah 7 perusahaan yang telah melakukan transaksi perdagangan batubara dengan PT Sriwijaya Bara Priharum di Indonesia dengan 35 responden. Teknik analisis data yang digunakan adalah analisis regresi linier berganda dengan menggunakan SPSS 25. Hasil penelitian ini menunjukan bahwa kualitas produk, kualitas pelayanan dan persepsi harga memberikan dampak positif dan signifikan baik secara parsial maupun simultan terhadap kepuasan peanggan. Hasil penelitian ini dapat dipertimbangkan oleh perusahaan untuk menentukan kebijakan yang dapat diambil oleh perusahaan untuk meningkatkan kepuasan pelanggan. Peneliti menyarankan untuk penelitian selanjutnya dapat menggunakan tambahan variabel Y yang memaparkan tentang kepuasan pelanggan dan implikasinya terhadap loyalty customer dan juga dapat melakukan penelitian dengan mengambil beberapa lokasi dengan jenis usaha sejenis kemudian melakukan komparasi antara lokasi tersebut Kata kunci: kualitas produk, kualitas pelayanan, persepsi harga, kepuasan pelanggan
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-20-054 |
| NIM/NIDN Creators: | 55116120006 |
| Uncontrolled Keywords: | Product Quality, Service Quality, Perceived Price, Customer Satisfactions, kualitas produk, kualitas pelayanan, persepsi harga, kepuasan pelanggan, MPS, Manajemen Pemasaran |
| 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: | MYTHA ALVIANA SARI |
| Date Deposited: | 16 Feb 2022 04:54 |
| Last Modified: | 18 Jun 2022 06:03 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56189 |
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