ANALISIS PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI INDOMARET POINT BANDARA SYAMSUDDIN NOOR

LIDIAWATI, LURI (2021) ANALISIS PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI INDOMARET POINT BANDARA SYAMSUDDIN NOOR. Diploma thesis, Universitas Islam kalimantan MAB.

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Abstract

Selama ini yang terjadi dari masalah kepuasan konsumen saat diberikan pelayanan masih kurang. Keluhan tersebut dikarenakan beberapa hal cara memberikan pelayanan kepada konsumen sehingga kurang puas. Hal inilah yang melatarbelakang dari permasalahan kepuasan pelanggan ini perlu diteliti. Tujuan penelitian ini adalah menganalisis pengaruh harga dan kualitas pelayanan terhadap kepuasan konsumen di Indomaret Point Bandara Syamsudin Noor. Metode penelitian ini menggunakan jenis penelitian adalah penelitian kuantitatif jenis metode exposed facto. Populasi berjumlah 968 orang konsumen dengan teknik pengambilan sampel aksedental sampling maka sampel penelitian ini berjumlah 91 orang. Teknik pengambilan sampel dengan kuesioner dengan analisis data menggunakan uji regresi linear berganda, uji F, uji t, dan uji determinasi. Hasil penelitian menunjukkan bahwa ada Harga secara parsial berpengaruh signifikan terhadap kepuasan konsumen di Indomaret Point Bandara Syamsudin Noor. Kualitas pelayanan secara parsial berpengaruh signifikan terhadap kepuasan konsumen di Indomaret Point Bandara Syamsudin Noor. Harga dan kualitas pelayanan berpengaruh signifikan secara simultan terhadap kepuasan konsumen di Indomaret Point Bandara Syamsudin Noor. So far, what has happened from the problem of customer satisfaction when given services is still lacking. The complaint is due to several ways of providing services to consumers so that they are not satisfied. This is the background of this customer satisfaction problem that needs to be investigated. The purpose of this study was to analyze the effect of price and service quality on customer satisfaction at Indomaret Point Syamsudin Noor Airport. This research method uses the type of research is quantitative research with the type of exposed facto method. The population amounted to 968 consumers with the technique of sampling accidental sampling, the sample of this study amounted to 91 people. The sampling technique is a questionnaire with data analysis using multiple linear regression test, F test, t test, and determination test. The results showed that the price partially had a significant effect on customer satisfaction at Indomaret Point Syamsudin Noor Airport. Service quality partially has a significant effect on customer satisfaction at Indomaret Point Syamsudin Noor Airport. Price and service quality simultaneously have a significant effect on customer satisfaction at Indomaret Point Syamsudin Noor Airport.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: harga, kualitas pelayanan, kepuasan konsumen price, service quality, customer satisfaction
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
H Social Sciences > HF Commerce
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Depositing User: Luri Lidiawati
Date Deposited: 07 Sep 2021 03:54
Last Modified: 07 Sep 2021 03:54
URI: http://eprints.uniska-bjm.ac.id/id/eprint/6783

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