The influence of product quality towards customer satisfaction at PT. Garuda Inovasi Industri in Binjai

Christie, Christie (2021) The influence of product quality towards customer satisfaction at PT. Garuda Inovasi Industri in Binjai. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Property business in Indonesia has grown rapidly for the past few years, this gives positive effect to building material businesses, especially zinc roof company. Company that produces zinc roof in Indonesia is still quite a few because zinc roof is fragile and since the product can easily broke, sometimes when it arrives to customer with broken condition, it makes the customers feel do not satisfied. This situation makes the company loss the revenue since this kind of company is risky. This research is conducted to find out the influence of Product Quality towards Customer Satisfaction at PT. Garuda Inovasi Industri in Binjai in which this research is aimed to maintain and improve the customers’ satisfaction of the company so that the company can survive in the risky industry. This research used quantitative approach and processed using SPSS software version 26.0. Sample used for this research is limited to PT. Garuda Inovasi Industri’s customers, respondents should be either men or women at the age of 18-60 years, domiciled in Binjai and have personal use of PT. Garuda Inovasi Industri’s product at least once in the last 2 years and at least have a senior high school education. The final output of this research is the alternative hypothesis is accepted in which Product Quality has significant influence towards Customer Satisfaction at PT. Garuda Inovasi Industri in Binjai./Bisnis properti di Indonesia yang berkembang pesat selama beberapa tahun terakhir ini memberikan pengaruh positif bagi bisnis bahan bangunan, salah satunya perusahaan atap seng rumah. Perusahaan yang memproduksi atap seng di Indonesia masih cukup sedikit karena atap seng merupakan produk yang cukup rapuh dan terkadang ketika produk ini sampai ke pembeli dalam keadaan rusak, hal ini membuat para pembeli merasa tidak puas sehingga membuat perusahaan kehilangan pendapatan karena perusahaan semacam ini berisiko. Penelitian ini dilakukan untuk mengetahui pengaruh Kualitas Produk terhadap Kepuasan Pelanggan pada PT. Garuda Inovasi Industri di Binjai yang mana penelitian ini bertujuan untuk menjaga dan meningkatkan kepuasan pelanggan perusahaan agar perusahaan dapat bertahan di industri yang berisiko. Penelitian ini menggunakan pendekatan kuantitatif dan diolah menggunakan software SPSS versi 26.0. Sampel yang digunakan untuk penelitian ini hanya berlangsung pada pelanggan PT. Garuda Inovasi Industri saja, responden harus laki-laki atau perempuan berusia 18-60 tahun, berdomisili di Binjai dan menggunakan produk PT. Produk Garuda Inovasi Industri secara pribadi minimal sekali dalam 2 tahun terakhir dan respondent harus minimal berpendidikan SMA. Hasil akhir dari penelitian ini adalah hipotesis alternatif diterima dimana Kualitas Produk berpengaruh signifikan terhadap Kepuasan Pelanggan pada PT. Garuda Inovasi Industri di Binjai.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Christie, ChristieNIM03011170028christiechoa@live.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAmelia, AmeliaNIDN0715128701amelia.fe@uph.edu
Uncontrolled Keywords: 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: Users 11781 not found.
Date Deposited: 07 Aug 2021 03:46
Last Modified: 18 Jan 2022 03:02
URI: http://repository.uph.edu/id/eprint/41013

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