GUNAWAN, HENDRO (2017) ANALISIS KEPUASAN PELANGGAN PADA PERUSAHAAN JASA PENAMBANGAN BATUBARA PT. BUKITMAKMUR MANDIRI UTAMA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research aims to know the influence of product quality, promotion/communication services, the quality of employees and work process towards customer satisfaction. This research was conducted against the employees of PT Adaro which was one of the customers of the main Bukitmakmur PT Mandiri (Buma), one of the largest mining contractor in Indonesia. The study aims to measure the customer satisfaction of PT. BUMA. Data collection is done by the method of the survey. The questionnaires were distributed to employees of "front line" PT Adaro 50 samples. Data analysis technique used is Multiple Regression Analysis with the analysis and the statistical Hypothesis by using Program SPSS 11. The results showed that the quality of the products give medium influence (less significant) toward customer satisfaction. While the communication gives significant influence as well as the quality of employees and work process provides a very significant influence towards customer satisfaction. Four of these variables are the variables that influence quite dominant towards customer satisfaction, namely 92.3% and 7.7% are influenced by other factors. Keyword: customer satisfaction, product quality, communication, quality of employees, work process, significant relationships Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, promosi/komunikasi jasa, kualitas karyawan dan proses kerja terhadap kepuasan pelanggan. Penelitian ini dilakukan terhadap karyawan PT. Adaro yang merupakan salah satu pelanggan dari PT. Bukitmakmur Mandiri Utama (Buma), salah satu kontraktor penambangan terbesar di Indonesia. Penelitian bertujuan untuk mengukur Kepuasan Pelanggan dari PT. BUMA. Pengumpulan data dilakukan dengan metode survei. Kuesioner disebar kepada karyawan “front line” PT. Adaro sebanyak 50 sampel. Teknik analisis data yang digunakan adalah dengan Analisa Regresi Berganda dan Analisis Hipotesis Statistik dengan menggunakan Program SPSS 23.00. Hasil penelitian menunjukkan bahwa kualitas produk memberikan pengaruh sedang (kurang signifikan) terhadap kepuasan pelanggan. Sedangkan komunikasi memberikan pengaruh yang signifikan serta kualitas karyawan dan proses kerja memberikan pengaruh yang sangat signifikan terhadap kepuasan pelanggan. Ke-empat variabel tersebut memberikan pengaruh variabel yang cukup dominan terhadap kepuasan pelanggan, yaitu 92.3% dan 7.7% dipengaruhi oleh faktor lain. Kata kunci: Kepuasan pelanggan, kualitas produk, komunikasi, kualitas karyawan, proses kerja, hubungan signifikan
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55114320022 |
| Uncontrolled Keywords: | customer satisfaction, product quality, communication, quality of employees, work process, significant relationships Kepuasan pelanggan, kualitas produk, komunikasi, kualitas karyawan, proses kerja, hubungan signifikan |
| 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: | Maulana Arif Hidayat |
| Date Deposited: | 25 May 2022 05:50 |
| Last Modified: | 25 May 2022 05:50 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/61837 |
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