The influence of price perception, product quality and service quality towards customer satisfaction at PT Mandiri Makmur Indometal, Medan

Harianto, Sylvia (2023) The influence of price perception, product quality and service quality towards customer satisfaction at PT Mandiri Makmur Indometal, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In the era of modernization, the manufacturing industry is one of the industries with intense competition because many new business owners are arriving to run this business. One of the things that must be considered so that the business can develop and survive is to ensure that customers are satisfied with what they get. For this reason, PT Mandiri Makmur Indometal needs to continue to increase the level of customer satisfaction. Primary and secondary data were used in this research, and questionnaires were distributed to customers at PT Mandiri Makmur Indometal and measured through validity and reliability tests. The sampling method in this research is non-probability sampling, namely saturated sampling using SPSS 25 in data processing. This research model was tested with normality test, heteroscedasticity, multiple linear regression, multicollinearity test, determination test, and hypothesis testing with F test and F test. The purpose of this research is to find out whether the selected variables, namely price perception, product quality, and service quality, have a big influence on customer satisfaction at PT Mandiri Makmur Indometal. This research shows that price perception, product quality, and service quality have a significant influence on customer satisfaction at PT Mandiri Makmur Indometal partially and simultaneously. / Di era modernisasi, industri manufaktur merupakan salah satu industri yang persaingannya sangat ketat karena banyak pebisnis baru yang berdatangan untuk menjalankan bisnis ini. Salah satu hal yang harus diperhatikan agar bisnis dapat berkembang dan bertahan adalah memastikan kepuasan pelanggan terhadap apa yang didapat. Untuk itu, penting bagi PT Mandiri Makmur Indometal untuk terus meningkatkan tingkat kepuasan pelanggan. Data primer dan sekunder digunakan dalam penelitian ini, kuesioner disebarkan kepada pelanggan di PT Mandiri Makmur Indometal dan diukur melalui uji validitas dan reliabilitas. Metode pengambilan sampel dalam penelitian ini adalah non-probability sampling yaitu saturated sampling dengan menggunakan SPSS 25 dalam pengolahan datanya. Model penelitian ini diuji dengan uji normalitas, heteroskedastisitas, regresi linier berganda, uji multikolinearitas, uji determinasi, dan uji hipotesis dengan uji F dan uji F. Tujuan dari penelitian ini adalah untuk mengetahui apakah variabel yang dipilih yaitu harga, kualitas produk dan kualitas pelayanan mempunyai pengaruh yang besar terhadap kepuasan pelanggan pada PT Mandiri Makmur Indometal. Penelitian ini menunjukkan bahwa Harga, Kualitas Produk dan Kualitas Pelayanan mempunyai pengaruh yang signifikan terhadap Kepuasan Pelanggan PT Mandiri Makmur Indometal secara parsial dan simultan.

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