PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA SUZANNA BABY SHOP SURABAYA

Lende, Marselino (2023) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA SUZANNA BABY SHOP SURABAYA. Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Abstract

The birth rate in Surabaya in 2016 was 31,572 babies. Compared to the previous year, several areas in Surabaya also experienced a gradual increase in the birth rate. Along with the increase in baby births in Surabaya, many baby equipment shops have been established to meet the needs of babies. One of them is the Suzanna Baby Shop which is located on Jl. Kertajaya No. 163-165, Surabaya. The purpose of this study was to determine the effect of Service Quality, Product Quality and Price on Suzanna Baby Shop's Consumer Satisfaction. The population in this study were Suzanna Baby Shop consumers with a total of 75 respondents, where the population was taken as a research sample, so the sample used in this study was a saturated sample. Data management uses SPSS version 22. In the validity test it was found that all statement items were declared valid, because r count > r table 0.227 and a significant value <0.05 and the results of the Reliability test stated that all variables had a Cronbach's Alpha value > 0.6, which means that all variables are declared reliable. Then the results of the Normality test state that the data presented is normally distributed with the points spread in a diagonal direction. In the multicollinearity test, the Tolarance value is > 0.10 and the VIF value is < 10, so multicollinearity does not occur. In the Heteroscedasticity test, it was found that the points were spread above and below the number 0 on the Y axis and did not form a clear pattern, so heteroscedasticity did not occur. In the multiple linear regression test, the following equation is produced: Y = 3.627 + - 0.102 X1 + 0.442 X2 + 0.050 X3. The result of the test for the coefficient of determination (R2) is 0.582, which means it has a moderate contribution. In the t test it was found that Service Quality and Price had no effect on Suzanna Baby Shop Surabaya's consumer satisfaction, while Product Quality had a significant effect on Suzanna Baby Shop Surabaya's Consumer Satisfaction

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor Hami, Bruno Hami NIDN0723095702 bruno.pahar@ukdc.ac.id
Uncontrolled Keywords:	Service Quality, Product Quality, Price and Consumer Satisfaction
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi > Prodi Manajemen
Depositing User:	Gaudens Dillalino
Date Deposited:	22 Sep 2025 08:14
Last Modified:	22 Sep 2025 08:14
URI:	http://repositori.ukdc.ac.id/id/eprint/1747

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