The impact of product quality towards customer satisfaction at PT Palmanco Inti Sawit

Aurelia, Roselind (2020) The impact of product quality towards customer satisfaction at PT Palmanco Inti Sawit. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customersatisfaction has decreased in recent times. This can be seen from complaints that occur from customers who buy Palmancocooking oil.Product quality is a standard measure that the product has. Poor product quality can be seen from number of complaints from the customers.The purpose of this research is to reveal whether product quality has an impact towards customer satisfaction at PT Palmanco Inti Sawit.Methods of data collection by interviewing, and distributing questionnaires. The number of customersas a population are 102people and the sample of this research are 81 respondents.Method of analysis in this research is using simple linear regression analysis. Based on theanalysis, the results of the research showthat product quality has an impact towards customer satisfaction of Palmancocooking oil at PT Palmanco Inti Sawit./Kepuasan pelanggan telah menurun dalam beberapa waktu terakhir. Ini bisa dilihat dari keluhan yang terjadi dari pelanggan yang membeli minyak goreng Palmanco. Kualitas produk adalah ukuran standar yang dimiliki produk. Kualitas produk yang buruk dapat dilihat dari banyaknya keluhan dari pelanggan. Tujuan dari penelitian ini adalah untuk mengungkapkan apakah kualitas produk memiliki dampak terhadap kepuasan pelanggan di PT Palmanco Inti Sawit.Metode pengumpulan data dengan wawancara, dan penyebaran kuesioner. Jumlah pelanggan sebagai populasi adalah 102 orang dan sampel penelitian ini adalah 81 responden. Metode analisis yang digunakan dalam penelitian ini adalah regresi linier sederhanaBerdasarkan hasilanalisis, hasil penelitianinimenunjukkan bahwa kualitas produk memiliki dampak terhadap kepuasan pelanggan pada minyak goreng Palmanco di PT Palmanco Inti Sawit.

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