ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA DISTRIBUTOR AIR CONDITIONER DAIKIN DENGAN METODE SEM-PLS DAN IPA

SYAIFUDDIN, ACHMAD (2023) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA DISTRIBUTOR AIR CONDITIONER DAIKIN DENGAN METODE SEM-PLS DAN IPA. S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

Kepuasan pelanggan merupakan hal yang krusial dalam menentukan sukses atau tidaknya suatu bisnis. Pada tahun 2022 di salah satu perusahaan yang bergerak dibidang jasa distributor Air Conditioner mendapatkan banyak keluhan dari pelanggan yang berdampak pada hasil penjualan yang mengalami penurunan dari tahun-tahun sebelumnya. Tujuan penelitian ini adalah untuk mencari hubungan korelasional antara beberapa variabel yang berpengaruh terhadap kepuasan pelanggan, dan selanjutnya dilakukan analisis perbaikan agar tingkat kepuasan pelanggan menjadi lebih optimal. Variabel yang digunakan terdiri dari variable kepuasan pelanggan (Y) sebagai variabel terikat dan variabel bebas yaitu kualitas pelayanan(X1), kualitas produk (X2) dan harga (X3) dengan masing-masing variable akan di ukur oleh indikator. Data primer diperoleh dari hasil kuisioner kepada 72 responden dengan menggunakan Teknik sampling probability sampling. Data yang diperoleh kemudian dioalah menggunakan metode Structural Equation Modelling- Partial Least Square (SEM-PLS). Evaluasi dilakukan dengan dua tahap outer model dan kemudian inner model. Perbandingan tingkat tingkat persepsi dan harapan diolah menggunakan metode Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa kualitas pelayanan, kualitas produk dan harga produk berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Hasil penelitian juga menemukan bahwa terdapat 9 hal yang harus dilakukan perbaikan oleh perusahaan untuk meningkatkan kepuasan pelanggan. Kata Kunci : Kualitas pelayanan, kualitas produk, harga, kepuasan pelanggan, Structural Equation Modelling (SEM), Importance Performance Analysis (IPA) Customer satisfaction is crucial in determining the success or failure of a business. In 2022, one of the companies engaged in Air Conditioning distributor services received many complaints from customers which had an impact on sales results which had decreased from previous years. The purpose of this study was to find a correlational relationship between several variables that influence customer satisfaction, and then carry out an analysis of improvements so that the level of customer satisfaction becomes more optimal. The variables used consist of customer satisfaction variable (Y) as the dependent variable and independent variables namely service quality (X1), product quality (X2) and price (X3) with each variable to be measured by an indicator. Primary data obtained from the results of questionnaires to 72 respondents using probability sampling technique. The data obtained was then processed using the Structural Equation Modeling- Partial Least Square (SEM-PLS) method. Evaluation is carried out with two stages of the outer model and then the inner model. Comparison of levels of perceptions and expectations is processed using the Importance Performance Analysis (IPA) method. The results showed that service quality, product quality and product price had a positive and significant effect on customer satisfaction. The results of the study also found that there were 9 things that companies had to improve to increase customer satisfaction. Keywords: Service quality, product quality, price, customer satisfaction, Partial Least Square , Importance Performance Analysis

Item Type: Thesis (S1)
Call Number CD: FT/IND 23 023
NIM/NIDN Creators: 41619310072
Uncontrolled Keywords: Kualitas pelayanan, kualitas produk, harga, kepuasan pelanggan, Structural Equation Modelling (SEM), Importance Performance Analysis (IPA)
Subjects: 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: siti maisyaroh
Date Deposited: 02 Oct 2023 02:38
Last Modified: 02 Oct 2023 02:38
URI: http://repository.mercubuana.ac.id/id/eprint/81722

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