The influence of product quality towards customer satisfaction at PT Usaha Bersama Maha Perkasa, Binjai

Chandra, Selvia (2020) The influence of product quality towards customer satisfaction at PT Usaha Bersama Maha Perkasa, Binjai. Bachelor thesis, Universitas pelita harapan.

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Abstract

Chicken eggs provide protein and nutrition for human body. In this era,chicken eggs are processed into a variety of different food dishes. PT Usaha Bersama Maha Perkasa, Binjai is a company in the field of chicken farms andchicken egg distributors which was founded in 2001. Problems occur due to the lack of quality products provided to customers. The purpose of this study was to determine the influence of product quality(X) on customer satisfaction (Y) at PT Usaha Bersama Maha Perkasa, Binjai. In this study the population is all the number of wholesalers 126 people, then take number of sample 96 respondents using simple random sampling techniques and solvin's formula. The pre-test is done by distributing the questionnare to 30 customers at the other’s company in same industry. In this research type of research method used is quantitative causual and using SPSS version 25.0. The data collected for this research was conducted through preliminary interviews and distributed questionnaires to 96 respondents and measured by Likert scale. The analytical method used in this research were simple linear regression tests. Based on coefficient of determination test result showed that product quality has an influence on customer satisfaction at PT Usaha Bersama Maha Perkasa, Binjai for 42% and the rest of 58% is affected by other factors. As a recommendation, company expected to pay more attention on the Product quality before distibuted to customer. Beside product quality, company should pay more attention in the other factor like price and service which is not explained in this research. / Telur ayam menyediakan protein dan nutrisi untuk tubuh manusia. Di era ini, telur ayam diolah menjadi aneka hidangan makanan yang berbeda. PT Usaha Bersama Maha Perkasa, Binjai adalah perusahaan di bidang peternakan ayam dan distributor telur ayam yang didirikan pada tahun 2001. Masalah yang terjadi karena kurangnya kualitas produk yang diberikan kepada pelanggan. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas produk (X) terhadap kepuasan pelanggan (Y) di PT Usaha Bersama Maha Perkasa. Dalam penelitian ini populasinya adalah semua wholesaler 126 orang, kemudian mengambil sampel 96 responden dengan menggunakan teknik simple random sampling dan solvin’s formula. Pre-test dilakukan dengan mendistribusikan kuesioner kepada 30 pelanggan di perusahaan lain dibidang yang sama. Dalam penelitian ini jenis metode penelitian yang digunakan adalah kuantitatif kausal dan menggunakan SPSS versi 25.0. Metode penelitian dilakukan melalui wawancara pendahuluan dan penyebaran kuesioner kepada 96 responden yang diukur dengan skala Likert. Metode analisis yang digunakan dalam penelitianini adalah uji regresi linier sederhana. Berdasarkan hasil penelitian menunjukkan bahwa kualitas produk berdampak pada kepuasan pelanggan di PT Usaha Bersama Maha Perkasa sebesar 42% dan sisanya 58% dipengaruhi oleh faktor lain. Sebagai rekomendasi, perusahaan diharapkan untuk lebih memperhatikankualitas produk sebelum didistribusikan kepada pelanggan. Selain kualitas produk perusahaan juga harus memperhatikan faktor lain seperti harga dan pelayanan Yang tidak dijelaskan dalam penelitian ini

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