The effect of product quality on customer satisfaction at pt mitra pelita sukses medan

Andrew, Andrew (2019) The effect of product quality on customer satisfaction at pt mitra pelita sukses medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this competitive era, product quality has become one of the critical aspects for customer satisfaction. Then, by producing a high quality product, the company has an excellence compared to its competitor. Therefore, the company can make customer satisfied by selling good quality product. The objectives of this study is to know whether there is an effect of product quality on customer satisfaction at PT Mitra Pelita Sukses Medan. PT Mitra Pelita Sukses Medan sells door handle, padlock and door hinges under Bolzano brand. Customer satisfaction depends on the company’s product quality, if the product has a superior level of quality, then the level of customer satisfaction will be higher too. Consumers want a product that meets their expectations. This research uses the quantitative method as the research design. The writer also uses descriptive and causal research method in this research. Population of this research is customer of PT Mitra Pelita Sukses Medan which is 151 customers and sample in this research will be 110 customers using Slovin formula. The result of coefficient of determination is 0.716, which means that 71.6 percent of customer satisfaction at PT Mitra Pelita Sukses Medan is effected by product quality. Based on the z test result, z count is higher than z table, therefore alternate hypothesis is accepted. So, there is an effect of product quality on customer satisfaction. The recommendations for the company based on the research result are the company must improve the aesthetics of the product (color and design) and also improve the quality of product in order to higher the customer’s expectation and keep loyalty of the customers.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Andrew, AndrewNIM1501020472s00000017182@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAlimin, ErinaNIDN0103097202erina.alimin@lecturer.uph.edu
Uncontrolled Keywords: Marketing, Product Quality, Customer Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: rony lubis
Date Deposited: 23 Jun 2021 11:23
Last Modified: 13 Jan 2022 03:01
URI: http://repository.uph.edu/id/eprint/39446

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