SUPARTONO, SUPARTONO (2006) PENGARUH KUALITAS PRODUK UPS GALAXY DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus di PT. MGE INDONESIA, Jakarta). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Persaingan bisnis yang semakin ketat, dengan kualitas produk yang relatif sama, membuat pelaku bisnis berusaha mencari strategi baru untuk mempertahankan dan merebut hati pelanggannya agar tidak berpindah ke pesaingnya. Salah satu strategi yang dapat diterapkan adalah meningkatkan kepuasan pelanggan dengan produk (barang) dan pelayanan yang berkualitas. Dalam tesis ini dibahas mengenai pengaruh kualitas produk UPS Galaxy dan pelayanan terhadap kepuasan pelanggan: studi kasus di PT. MGE Indonesia Jakarta, dengan metode penelitian survei. Kepuasan pelanggan diukur melalui dimensi kualitas produk, dan dimensi kualitas pelayanan. Hasil penelitian ini membuktikan bahwa kepuasan pelanggan dipengaruhi oleh kualitas produk dan pelayanan, baik secara parsial maupun secara simultan. Hal ini dibuktikan secara statistik melalui uji parsial dengan t-test melalui analisis regresi linier berganda, maka untuk kualitas produk didapat t hitung (7,569) > t tabel (2,0195). Dan untuk kualitas pelayanan didapat t hitung (2,289) > t tabel (2,0195). Pengujian pengaruh kualitas produk dan pelayanan secara simultan dilakukan melalui uji simultan dengan F-test melalui analisis regresi linier berganda, maka didapat F hitung (43,955) > F tabel (3,23). Dengan demikian hasil penelitian ini mendukung konsep kepuasan pelanggan. Kata Kunci : Kepuasan Pelanggan, Kualitas Produk, dan Kualitas Pelayanan. Business is very competitive these days, with the quality of the products are almost the same in the market, it drives business player to seek a new strategy to maintain and to convince the existing customers not to move to the competitors. One of the strategic that could be implemented is improving customer’s satisfaction with the product (Goods) and excellent services. The thesis explains about the effect of the quality of the UPS Galaxy product and services to the customer satisfactions: a case in PT. MGE Indonesia Jakarta, with the method of the survey. The measurements of customer’s satisfaction are determined by quality of the product’s dimension and quality of the servicing dimension. The result of the observation proves that the customer’s satisfaction is determined by the quality of the product and services, in partial or in simultaneously. That result had been proved with t-test in regression multiple. For product quality, t calculated (7,569) > t table (2,0195), and for service quality, t calculated (2,289) > t table (2,0195). The result simultaneous test is F calculated (43,955) > F table (3,23). Henceforth this result supported the customer’s satisfaction concept. Key Word: Customer’s Satisfaction, Product Quality, and Services Quality.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-07-057 |
| NIM/NIDN Creators: | 5510411-159 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Kualitas Produk, dan Kualitas Pelayanan, Customer’s Satisfaction, Product Quality, and Services Quality, 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: | ORYZA LUVITA |
| Date Deposited: | 09 Jun 2022 03:17 |
| Last Modified: | 18 Jul 2022 07:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/62947 |
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