PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN TOKO ROTI HJ. IBAI DI MARTAPURA

Fauziana, Imelda (2023) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN TOKO ROTI HJ. IBAI DI MARTAPURA. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Riset ini berencana untuk: (1) menguji bagaimana kebahagiaan pelanggan di Hj Bakery secara simultan dipengaruhi oleh kualitas produk dan layanan. Ibai Martapura, II, (2) meneliti bagaimana kebahagiaan pelanggan di Hj dipengaruhi oleh kualitas produk dan layanan. Ibai Martapura dan (3) untuk menguji dan mengidentifikasi faktor-faktor kualitas produk dan layanan di Hj Bakery yang paling kuat berhubungan dengan kebahagiaan pelanggan. Martapura Ibai. Data kuantitatif digunakan dalam penelitian. 100 responden yang pernah berkunjung dan membeli produk minimal tiga kali dijadikan sampel laporan. Pendekatan analisis regresi linier berganda telah digunakan dalam proses penelitian. Dengan regresi logistik tersebut Y = 2,586 + 0,001X1 + e, hasil penelitian menunjukkan bahwa kualitas produk dan layanan berpengaruh terhadap kepuasan pelanggan di Hj. Ibai Martapura. Di Hj. Ibai Martapura, kualitas produk dan layanan secara simultan dan sebagian berpengaruh positif dan cukup besar terhadap kepuasan pelanggan. Temuan studinya juga mengungkapkan bahwa kepuasan pelanggan pada Hj. Ibai Martapura dipengaruhi secara signifikan oleh kualitas pelayanan. This research plans to: (1) examine how customer happiness at Hj Bakery is simultaneously affected by product and service quality. Ibai Martapura, II, (2) examines how customer happiness in Hj is influenced by product and service quality. Ibai Martapura and (3) to examine and identify the factors of product and service quality at Hj Bakery that are most strongly associated with customer happiness. Martapura Ibai. Quantitative data is used in the study. 100 respondents who had visited and purchased the product at least three times were sampled for the report. Multiple linear regression analysis approach has been used in the research process. With the logistic regression Y = 2.586 + 0.001X1 + e, the results show that the quality of products and services affects customer satisfaction in Hj. Ibai Martapura. In Hj. Ibai Martapura, the quality of products and services simultaneously and partially has a positive and quite large effect on customer satisfaction. The findings of his study also revealed that customer satisfaction at Hj. Ibai Martapura is significantly affected by service quality.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas Produk, Kualitas Pelayanan, Kepuasan Konsumen Product Quality, Service Quality, Consumer Satisfaction
Subjects: H Social Sciences > HB Economic Theory
Depositing User: Imelda Fauziana
Date Deposited: 17 Jan 2023 03:23
Last Modified: 17 Jan 2023 03:23
URI: http://eprints.uniska-bjm.ac.id/id/eprint/13740

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