ANALISIS KUALITAS PRODUK DAN PELAYANAN PADA PT SARITAMA FOOD PROCESSING

SURJA, HERU (2010) ANALISIS KUALITAS PRODUK DAN PELAYANAN PADA PT SARITAMA FOOD PROCESSING. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

PT. Saritama Food Processing founded in 2003, is a food processing industry with its core business in producing burger buns and battering flour. Saritama values high quality products, short production time, affordable price and prompt services. In order to achieve those values, they utilize: an excellent quality management support, innovative and reliable human resources, as well as modern technology. They also implemented the ISO 9001 : 2001 and HACCP in order to create a high standard of professionalism in terms of food production and the quality management system. A study was conducted to determine the impact of product quality and service quality to Saritama customer satisfaction and discovered how much influenced these two variables contributed to customer satisfaction. The quality product variables included the reliability and steadiness. On the other hand, service quality variable included tangible, reliability, responsiveness, assurance and empathy. The responding study was 50 employees of KFC Indonesia who used buns product. The data analyst technician included Validation and Reliability Test, Rectangular Diagram. The result from this study showed that the product quality and service quality affected significantly and positively towards the customer satisfaction, where the service quality variable appeared to be more dominant compared to the other variable.PT Saritama Food Processing berdiri tahun 2003, bergerak dalam industri pemrosesan makanan dengan produk utama roti burger dan tepung pelapis makanan. Dukungan manajemen yang berkualitas, sumber daya manusia yang kreatif dan handal serta teknologi modern dari Saritama memberikan nilai lebih bagi kepuasan pelanggan berupa produk berkualitas tinggi, waktu produksi singkat, harga terjangkau dan pelayanan yang cepat. Saritama menerapkan ISO 9001 : 2001 dan HACCP untuk standarisasi manajemen mutu yang modern serta sistem produksi makanan yang aman untuk menciptakan profesionalisme tinggi. Penelitian dilakukan untuk mengetahui dampak dari kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan Saritama dan menemukan seberapa besar pengaruh dari dua variabel tersebut terhadap kepuasan pelanggan. Variabel kualitas produk meliputi ketepatan dan kehandalan, variabel kualitas pelayanan meliputi tangible, reliability, responsiveness, assurance dan emphaty. Responden penelitian adalah 50 karyawan KFC Indonesia yang menggunakan produk burger. Teknis analisis data meliputi Uji Validitas dan Reabilitas, Diagram Kartesius. Hasil dari penelitian menunjukkan kualitas produk dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, dimana variabel kualitas pelayanan terlihat lebih dominan dibandingkan variabel lain.

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