The impact of production quality towards customer satisfaction at PT Sintong Abadi

Darlin, Surya Embun (2019) The impact of production quality towards customer satisfaction at PT Sintong Abadi. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In the current competitive business situation today, quality products make an important contribution to long-term revenue and profitability. This is because fully satisfied customers are more likely to become loyal customers, or even advocates for the firm and its products. The purpose of the research is to analyze whether product quality has impacts towards customer satisfaction at PT Sintong Abadi. Product quality is the suitability between the needs and desires of the product into the product specifications produced. Customer satisfaction is an overall psychological state that reflects the evaluation of a relationship between the customer/consumer and a company-environment-product-service. This research applied quantitative method. The research method was conducted by preliminary interviews and questionnaires. The population of PT. Sintong Abadi is 65 people that also become the sample of the test by using census sampling. The result of coefficient of correlation is 0.714 which means the relationship is strong and positive while determination test result is 51% which means product quality variable has influenced 51% to the customer satisfaction. Linear analysis result is Y = 2.605 + 0.824 X. The result of hypothesis Z-Test shown that Ha is accepted means that there is an influence of product quality on customer satisfaction at PT Sintong Abadi. Based on the finding, the company is recommended to improve the product quality in terms of material used to produce the product, range of product choices, packaging to protect the product. While for customer satisfaction, service in delivering product must be the focus of the company.

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