The influence of product quality towards customer satisfaction At PT. Sari Makmur Tunggal Mandiri Medan

Saputra, David (2020) The influence of product quality towards customer satisfaction At PT. Sari Makmur Tunggal Mandiri Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The research objectives are: (1) To evaluate the product quality at PT. Sari Makmur Tunggal Mandiri; (2) To evaluate the customer satisfaction at PT. Sari Makmur Tunggal Mandiri; (3) To discover whether product quality have influence towards customer satisfaction at PT. Sari Makmur Tunggal Mandiri. Quality is one of the main factors determining product selection for customers. Customer satisfaction will be achieved if the quality of products provided in accordance with their needs. In the past decade, service quality has gained much attention for the company. Quality issues are not only become the weapon of competition, but have become “tickets to be paid” to enter the business world. This is because the quality of services can be used as a tool to achieve competitive advantage. This research was conducted by using quantitative method. Data used in this research are primary data and secondary data. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, correlation test, determination test, analysis of linear regression equation, and T- test. Based on the data analysis, the coefficient of linear regression = 0.414 (positive). This means that product quality (X) has positive influence towards customer satisfaction (Y). The value of determination coefficient R2 gives the value of 0.318. This value means that product quality (X) is simultaneously influence customer satisfaction (Y) equal to 31.8%, and the rest of 68.2% is influenced by other factors. The result of hypothesis test by using T-Test, the value of tcount = 5.955. It means that hypothesis alternative is accepted because tcount (5.955) > ttable (1.9917). Therefore, product quality has significant influence on customer satisfaction at PT. Sari Makmur Tunggal Mandiri. Some recommendation in this research are: (1) The company is needed to analyze the most dominant factors that have influence on customer satisfaction at PT. Sari Makmur Tunggal Mandiri Medan; (2) It is recommended for further researchers who wish to examine a similar topic by using customer satisfaction variable as the dependent variable, and are expected to be able to use other variables, so that any variables that might influence the customer satisfaction of the company can be known. / Tujuan dari penelitian ini adalah sebagai berikut: (1) Mengevaluasi kualitas produk di PT. Sari Makmur Tunggal Mandiri; (2) Mengevaluasi kepuasan pelanggan di PT. Sari Makmur Tunggal Mandiri; (3) Mengetahui hubungan antara kualitas produk terhadap kepuasan pelanggan di PT. Sari Makmur Tunggal Mandiri. Kualitas adalah salah satu faktor utama yang menentukan pemilihan produk bagi pelanggan. Kepuasan pelanggan akan tercapai jika kualitas produk yang diberikan sesuai dengan kebutuhan mereka. Dalam dekade terakhir, kualitas layanan telah mendapatkan banyak perhatian bagi perusahaan. Masalah kualitas tidak hanya menjadi isu utama dalam persaingan bisnis, tetapi telah menjadi “tiket yang harus dibayar” dalam memasuki dunia bisnis. Hal ini dikarenakan kualitas layanan dapat digunakan sebagai alat untuk mencapai keunggulan kompetitif. Penelitian ini dilakukan dengan menggunakan metode kuantitatif. Data yang digunakan adalah data primer dan data sekunder. Metode analisis data yang digunakan antara lain: statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji korelasi, uji determinasi, analisis persamaan regresi linear, dan uji- T. Berdasarkan hasil data analisis, nilai koefisien regresi linear = 0.414 (positif). Hal ini berarti bahwa kualitas produk (X) memiliki pengaruh yang positif terhadap kepuasan pelanggan (Y). Nilai koefisien determinasi R2 adalah 0.318. Nilai ini berarti bahwa kualitas produk (X) memberikan pengaruh secara simultan terhadap kepuasan pelanggan (Y) sebesar 31.8% dan sisanya sebesar 68.2% dipengaruhi oleh faktor lainnya. Hasil uji hipotesis yang dilakukan dengan uji-T, didapatkan nilai Thitung = 5.955. Hal ini berarti bahwa hipotesis alternatif diterima karena thitung (5.955) > ttabel (1.9917). Oleh karena itu, kualitas produk memiliki pengaruh yang signifikan terhadap kepausan pelanggan di PT. Sari Makmur Tunggal Mandiri. Beberapa rekomendasi dari penelitian ini adalah: (1) Perusahaan perlu menganalisis faktor paling dominan yang mempengaruhi kepuasan pelangan di PT. Sari Makmur Tunggal Mandiri Medan; (2) Disarankan bagi peneliti selanjutnya yang ingin meneliti topik sejenis dengan menggunakan kepuasan pelanggan sebagai variabel terikat agar menggunakan variabel lainnya, sehingga dapat diketahui variabel apa yang paling mempengaruhi kepuasan pelanggan di perusahaan tersebut.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Saputra, DavidNIM00000017162davidsyahputra217@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSinaga, PoltakNIDN0120116201Sinaga.poltak@yahoo.com
Uncontrolled Keywords: Product Quality, Customer Satisfaction, PT. Sari Makmur Tunggal Mandiri
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 9169 not found.
Date Deposited: 14 Aug 2020 03:57
Last Modified: 17 Jan 2022 09:32
URI: http://repository.uph.edu/id/eprint/9713

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