PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN PENGGUNA PRODUK KARTU PRABAYAR ESIA DI JAKARTA

PRATIWI, DEVIE DJUANITA EKA (2011) PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN PENGGUNA PRODUK KARTU PRABAYAR ESIA DI JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

T u ju a n p e nelitian ini u ntuk m engetahui p en ga ru h dim en si ku alita s p ro d uk yang terdiri d ari f it u r , k e a n d a l a n , e st e ti k a , pe rs ep si k u alitas dan pelayanan terhadap k e p ua sa n ko nsum en p en g gu n a p ro d uk k artu prab ay ar E sia d i Jak arta . U ntu k m engukur dim e n s i terse b ut d ig u na ka n ku es io ne r y a ng dis e ba r k ep a da pelanggan y an g m eng g un akan E sia . A nalisis m e n gg u na ka n statistik d an ha sil pern ya ta an dalam k u es io ne r a d ala h va lid dan r eliab le . T eknik s a m p lin g yang digunakan adalah con vinien ce sa m plin g . S a m p e l terp ilih se b a n y a k 1 0 0 o ra n g . K e m u d ia n d ila k u k a n u ji m u ltik o lin ierita s , h ete ro s k e da s tis ita s , n orm alita s , uji F , uji t, dan re g re si berganda. H a s i l a n a l is i s r e g r e s i b e r g a n d a , s e c a r a sim ultan dim ensi fit u r , k e a n d a l a n , e stetika , pe rs ep si ku alitas d an p ela y an an berpenga ru h sig n ifik a n terh a d a p k ep u asan k o nsum e n pe n gg u na prod u k k artu p ra ba y ar E sia dan secara parsial hanya dim en si fitu r , p erse ps i ku alitas d a n pela ya na n yang b e rp e n ga ru h sig n ifik a n terh a d a p kepuasan konsum en pe n gg u na p ro d uk kartu pra b ay ar E sia . P e n e liti m enya rankan kepada P T . B a k ri e T e l e c o m , T b k Ja k a rta u n tu k m e m p erh a tik a n d im e n s i k e a n d a l a n , e stetika karena m erupakan d im e n s i y a n g tid a k d a p a t m e m b e ntu k k e p u a s a n konsum en . B a g i p e n elitia n la n juta n , dapat m em pe rh atika n faktor - faktor lain dan k ajia n em piris ya ng le bih va ria tif s eh in g ga m en d uk u ng pe ne m u a n va riab el yang b e rb ed a d an le bih ak urat K a ta K u nci: K ua litas P rod u k, K ep ua sa n K o n sum e n, E s ia P ra b ay ar T h e p urpo se o f this stu dy to d eter m in e e ffe ct of p ro d uct q u ality to w ar d c u sto m e r s atisf ac tio n . M easure these d im e ns io n us e d a qu estio n naire w as distrib ute d t o c us to m er s u sing E s ia . S tatistic al a n alysis u sin g s ta te m en ts in th e q u estio nn aire an d t h e re s u lts a re v a li d a n d r e li a b le . S a m p l in g t e c h n i q u e u se d i s c o n v in i e n c e s a m p li n g . S ele cte d sa m pl e of 10 0 pe o ple . T est is us in g m u lt ic o ll in e a rit y , h e t e r o s k e d a sti sit a s , n o r m a lit y , F te st , t t e s t, an d m u ltiple re gr es sion s. T h e r es ults of m ultiple r e gr ess io n a n aly sis , a s sim ultan e ou s dim ensio n pr o du ct q u ality ha ve s ig nific a nt effe ct o n c on s u m e r sa tis fa ction and as p a rtially o nly f e a t u re , p e rc eiv e q uality a n d s er vice dim en sion have signific a nt effect o n co ns u m er s atisfac tion . R e se ar ch er s s u gg est to th e P T . B a kr ie T e le co m , T b k J a ka rta to p ay a tten tio n to dim en sion re lia bility, a nd a esthe tic b ec a us e it is a dim ensio n tha t c a n n ot f o r m c o n s u m e r s a ti sf a c t io n . F o r f u rt h e r r e s e a rc h m a y c o n si d e r o t h e r fa c t o r s a n d e m p ir i c a l s tu d i e s a r e m o r e v a r i e d s o it s u p p o r t s t h e d is c o v e r y o f th e d i ffe r e n t v a riables an d m o re ac c ur ate ly K e y W or d: P r od u ct q u ality a nd cu sto m er sa tis fa ctio n

Item Type: Thesis (S2)
Call Number CD: CDT-551-11-062
NIM/NIDN Creators: 55108110183
Uncontrolled Keywords: kualitas produk, kepuasan konsumen, prabayar esia, mps, manajemen pemasaran, tesis manajemen
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: MELATI CAHYA FITRIANI
Date Deposited: 10 May 2022 03:56
Last Modified: 14 Jul 2022 02:52
URI: http://repository.mercubuana.ac.id/id/eprint/60898

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