ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. HARGEN NUSANTARA TANGERANG

SARI, DIAN PERMATA (2020) ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. HARGEN NUSANTARA TANGERANG. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this research is to analyze the effect of Product Quality and Service Quality on Customer Satisfaction of PT. Hargen Nusantara. The research data is annual data for the observation period of 3 years (2015-2017). The sampling method used is non probability sampling. The population is 380 customers, from the population there are 300 customers meeting the criteria as sample. The analytical method used in this study is multiple linear regression. Data was collected from interviews and questionnaires. Data was analyzed using SPSS Version 25. The research results showed that: (1) Product Quality partially affects Customer Satisfaction; (2) Service Quality partially affect Customer Satisfaction; (3) Product Quality and Service Quality simultaneously affect Customer Satisfaction Keywords: Product Quality, Service Quality and Customer Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan PT. Hargen Nusantara. Data penelitian merupakan data tahunan untuk periode observasi selama 3 tahun (2015-2017). Metode sampling yang digunakan adalah non probability sampling. Dari populasi 380 pelanggan, terdapat 300 pelanggan memenuhi kriteria menjadi sebagai sampel. Sampel tersebut adalah 300 pelanggan yang telah melakukan pembelian genset di PT. Hargen Nusantara. Metode analisis yang digunakan dalam penelitian ini adalah regresi linear berganda. Pengumpulan data dilakukan melalui wawancara dan kuisioner. Data dianalisis menggunakan analisis software SPSS Versi 25. Hasil penelitian menunjukan bahwa: (1) Kualitas Produk berpengaruh secara parsial terhadap Kepuasan Pelanggan; (2) Kualitas Pelayanan berpengaruh secara parsial terhadap Kepuasan Pelanggan; (3) Kualitas Produk dan Kualitas Pelayanan berpengaruh secara simultan terhadap Kepuasan Pelanggan Kata kunci : Kualitas Produk, Kualitas Pelayanan dan Kepuasan Pelanggan

Item Type: Thesis (S2)
Call Number CD: CD/551. 20 145
Call Number: TM/51/21/091
NIM/NIDN Creators: 55116120013
Uncontrolled Keywords: Kualitas Produk, Kualitas Pelayanan dan Kepuasan Pelanggan
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 339 Macroeconomics and Related Topics/Makroekonomi, Ekonomi Makro dan Topik Terkait > 339.3 National Product/Produk Nasional
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi)
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 11 Jan 2023 08:02
Last Modified: 11 Apr 2023 08:12
URI: http://repository.mercubuana.ac.id/id/eprint/52739

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