The effect of product quality towards consumers satisfaction at Pilastro Cafe Medan

Filbert, Filbert (2022) The effect of product quality towards consumers satisfaction at Pilastro Cafe Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This study is being carried out at Pilastro Cafe Medan. The purpose of this research is to examine and analyze the effect of product quality on consumer satisfaction. This study's theory is related to the theory of product quality and consumer satisfaction. There have been some negative comments and reviews concerning the quality of the products at Pilastro Cafe Medan. That, even if just a few, it is preferable to evaluate Pilastro via adverse reviews in order to bring insight. The quantitative research approach was applied in this research. In this study, two types of data were used: primary data and secondary data. The information gathered through questionnaires provided to customers. The population is consumers of Pilastro Café Medan whose size in this study is unknown. As a result, this research utilizes a non-probability sampling method, with a sample size of 92 consumers, and uses a convenience sampling methodology, addressing respondents who find it convenient to complete the questionnaire. Product quality has an effect on consumers satisfaction at Pilastro Cafe Medan. The determination coefficient test findings suggest that Product Quality can explain 78,3 percent of the dependent variable Consumers Satisfaction at Pilastro Cafe Medan and the remaining 21,7 percent is explained by other variables not utilized in this study. As a result of the research, the conclusion is that Product Quality has an influence on Consumer Satisfaction at Pilastro Cafe Medan./ Penelitian ini dilakukan di Pilastro Cafe Medan. Tujuan penelitian ini adalah untuk mengkaji dan menganalisis pengaruh kualitas produk terhadap kepuasan konsumen. Teori penelitian ini berkaitan dengan teori kualitas produk dan kepuasan konsumen. Terdapat beberapa komentar dan review negatif mengenai kualitas produk di Pilastro Cafe Medan. Bahwa, meskipun hanya sedikit, lebih baik mengevaluasi Pilastro melalui ulasan yang merugikan untuk memberikan wawasan.. Pendekatan penelitian kuantitatif diterapkan dalam penelitian ini. Dalam penelitian ini digunakan dua jenis data yaitu data primer dan data sekunder. Informasi dikumpulkan melalui kuesioner yang diberikan kepada pelanggan. Populasi dalam penelitian ini adalah konsumen Pilastro Café Medan yang dalam penelitian ini tidak diketahui ukurannya. Oleh karena itu, penelitian ini menggunakan metode non-probability sampling, dengan jumlah sampel 92 konsumen, dan menggunakan metodologi convenience sampling, yang ditujukan kepada responden yang merasa nyaman untuk mengisi kuesioner. Kualitas produk berpengaruh terhadap kepuasan konsumen pada Pilastro Cafe Medan. Hasil uji koefisien determinasi menunjukkan bahwa Kualitas Produk dapat menjelaskan 78,3 persen variabel terikat Kepuasan Konsumen pada Pilastro Cafe Medan dan sisanya sebesar 21,7 persen dijelaskan oleh variabel lain yang tidak digunakan dalam penelitian ini. Dari hasil penelitian dapat disimpulkan bahwa Kualitas Produk berpengaruh terhadap Kepuasan Konsumen pada Pilastro Cafe Medan.

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