Analisis Pengaruh Produk, Harga, Kualitas Layanan Terhadap Kepuasan Pelanggan di UD.Citra Bagas Surabaya

Denni, Denni (2019) Analisis Pengaruh Produk, Harga, Kualitas Layanan Terhadap Kepuasan Pelanggan di UD.Citra Bagas Surabaya. Undergraduate thesis, Universitas Katolik Darma Cendika.

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Abstract

Party equipment rental UD Citra Bagas which is a trading unit engaged in party equipment rental services located in Citra Sentosa Housing Block Q no 12-12A Surabaya. This business unit is located in West Surabaya which was established in 2009. UD Citra Bagas provides a variety of party tools used in various events such as plates, bowls, spoons, forks, tables, chairs and so forth. This study aims to analyze the influence of products, prices and service quality on customer satisfaction UD. Citra Bagas Surabaya. The population in this study were service user customers totaling 32 customers and all were taken as samples, the samples were saturated samples. Based on the results of managing the data with the SPSS version 22.0 program, it can be said that all items are valid statements and all variables are stated reliability with adjusted R square results of 0.354 or 35.4% which means, Products (X1), Price (X2), Service quality ( X3) contributes weakly to Customer Satisfaction (Y), in the t test the results are as follows: the product has a negative effect on customer satisfaction where the value (X1) = -2,641 <-1,701 with a significant level of 0.013 <0.050, price negatively affects customer satisfaction value (X2) = -3,732 <-1,701 with a significant level of 0.001 <0.050, service quality has no effect on customer satisfaction where the value (X3) = 0.591 <1.701 with a significant level of 0.559> 0.050. The conclusion is the product and price affect customer satisfaction at UD. Citra Bagas Surabaya, while service quality does not affect customer satisfaction at UD. Citra Bagas Surabaya.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWidyastuti, MariaNIDN0718125901UNSPECIFIED
Uncontrolled Keywords: Product, Price, Service Quality, and Customer Satisfaction
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi > Prodi Manajemen
Depositing User: Pengolahan Perpustakaan
Date Deposited: 21 Oct 2020 07:07
Last Modified: 21 Oct 2020 07:07
URI: http://repositori.ukdc.ac.id/id/eprint/428

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