The impact of product quality on customer satisfaction at pt indofood cbp sukses makmur medan

Octavian, Jordy (2019) The impact of product quality on customer satisfaction at pt indofood cbp sukses makmur medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Good entrepreneurship always starts with getting customer satisfaction. Entrepreneurial ability always aims to get comfort for customers. Customer comfort will be the main thing for every company. Therefore, every entrepreneurial activity always prioritizes customer satisfaction as a source of widening business activities in the company Product quality support is an absolute thing that must be owned by the company in carrying out business activities. Good product quality will create comfort for customers in making transactions. Of course, the company must continue to run good product standards in obtaining customer trust. With good product standards, it will create satisfaction from customers.Decrease in customer satisfaction occurs because the quality of products that are considered not meeting customer expectations. The lack of company attention to the quality of products that are owned will greatly disappoint customers.The object of this study was PT. Indofood CBP Sukses Makmur repeated customers which amount 73 customers. Using sensus sampling method which taken all population become sample. Based on the analysis has been made the results which are the coefficient of correlation is 0,841 which means that there is positive and strong relationship between product quality and customer satisfaction. The coefficient of determination is 70.7%. Based on z test zcount > ztable (7,13>1.96) the hypothesis accept, and product quality had impact to customer satisfaction at PT Indofood CBP Sukses Makmur.

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