Pengaruh kualitas produk, harga, dan kualitas layanan terhadap kepuasan pelanggan Telkomsel di Bandar Lampung = Influence of product quality, price, and quality of service toward Telkomsel's customer satisfaction in Bandar Lampung

Tjahyana, Ignatius Gerry Juliandi (2020) Pengaruh kualitas produk, harga, dan kualitas layanan terhadap kepuasan pelanggan Telkomsel di Bandar Lampung = Influence of product quality, price, and quality of service toward Telkomsel's customer satisfaction in Bandar Lampung. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk dapat mengetahui pengaruh dari kualitas produk, harga dan kualitas layanan terhadap kepuasan pelanggan pengguna kartu operator telkomsel di wilayah Bandar Lampung. Penelitian ini menggunakan pendekatan kuantitatif, dimana terdapat kenaikan pengguna kartu operator Telkomsel di Bandar Lampung. Oleh karena itu peneliti melakukan penelitian ini untuk dapat melihat faktor apa yang menjadikan kenaikan terhadap penggunaan kartu operator Telkomsel di Bandar Lampung. Dalam pengambilan sampel teknik yang digunakan dalam penelitian ini adalah non-probability sampling dengan purposive sampling yang dimana responden merupakan pengguna kartu operator Telkomsel di Bandar Lampung. Data yang digunakan dalam penelitian ini dikumpulkan dengan menggunakan instrument berupa kuisioner elektronik melalui Google Form, yang terdiri dari 21 indikator dan jumlah responden pada penelitian ini yaitu 183 responden yang menjadi pengguna kartu operator Telkomsel di Bandar Lampung dan sudah menggunakan lebih dari 6 bulan. Responden terdiri dari 100 responden pria dan 83 responden wanita, yang memiliki umur 17 tahun sampai lebih dari 31 tahun. Penelitian ini menggunakan metode analisa yang diolah menggunakan program Smart PLS. Hasil dari penelitian ini menunjukan bahwa Kualitas Produk, Harga, dan Kualitas Layanan memiliki pengaruh positif terhadap Kepuasan Pelanggan./ This research is made to understand the effects of product quality, price, and quality of service to Telkomsel’s card user in Bandar Lampung. This research is established by using quantitative approach where there is an increase of Telkomsel’s users in Bandar Lampung. Therefore, the researcher analysed this topic to find out some factors that influence customer to choose Telkomsel as their operators in Bandar Lampung. In order to collect the sample thus, this paper utilize non-probability sampling that based on purposive sampling where respondent is the Telkomsel’s card user in Bandar Lampung. All the data in this paper was gathered by using electronic questionnaire from Google Form with 21 indicators and the total respondents form this research are 183 respondents that use Telkomsel as their operators in Bandar Lampung. In addition to that, they also have been using Telkomsel more than 6 months. All the respondents include 100 male respondents and 83 female respondents that range from age 17 until more than 31 years old. Furthermore, this research is based on analytic method and processed by Smart PLS program. The result of this research shown that the product quality, price, and quality of service has a positive impact to customer satisfaction.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Tjahyana, Ignatius Gerry JuliandiNIM01011170012gerry.juliandi@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAchmadi, HendraNIDN9903014812hendra.achmadi@uph.edu
Uncontrolled Keywords: Kualitas produk; harga; kualitas layanan; kepuasan pelanggan; Product quality; price; quality of service; customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 13906 not found.
Date Deposited: 22 Feb 2021 09:49
Last Modified: 11 Jun 2021 03:22
URI: http://repository.uph.edu/id/eprint/22213

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