Pengaruh Kualitas Layanan dan Harga Bersaing Terhadap Kepuasan Pelanggan Tangki Air Penguin Pada Toko Bahan Bangunan di Gading Serpong
DOI:
https://doi.org/10.32493/jpkpk.v3i2.4462Keywords:
term1Abstract
Abstract
Water tank product Company facing a challenge to provide quality services and competitive prices to get customer satisfaction. The objectives of this study is to analysis quality of service, price and customer satisfaction of Penguin Water Tank products at Mitra 10 Gading Serpong Store. Are there relationship between service quality and price to customer satisfaction ? Using associative and quantitative method. Data analysis methods used linear regression test, multiple linear regression test, r replacement test , determination coefficient test (R ²), hypothesis test t test and f test. Based on the results of the study, service quality, price and customer satisfaction in the water tank Penguin product at Mitra 10 Gading Serpong is good. The results of multiple linear regression analysis obtained a regression equation Y = 0.158 + 0.533X1 + 0.462X2. The results of the consideration coefficient (r) of 0.842 which means there is a strong relationship between service quality, price and customer satisfaction.
Key World: Customer Satisfaction; Price; Service Quality
Abstrak
Produsen produk tangki air menghadapi tantangan untuk memberikan pelayanan yang berkualitas dan harga bersaing untuk mendapatkan kepuasan konsumen. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan, harga dan kepuasan pelanggan produk Tangki Air Penguin pada Toko Mitra 10 Gading Serpong, serta untuk mengetahui apakah terdapat pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada produk Tangki Air Penguin? Metode penelitian yang di gunakan adalah metode assosiatif dengan pendekatan kuantitatif. Metode analisis data menggunakan uji regresi linier sederhana, uji regresi linier berganda, uji koefisien korelasi (r), uji koefisien determinasi (R²), uji hipotesis uji t dan uji f. Berdasarkan hasil penelitian, kualitas pelayanan, harga dan kepuasan pelanggan pada tangki air merek Penguin sudah baik. Hasil analisis regresi linier berganda diperoleh persamaan regresi Y = 0,158+ 0,533X1 + 0,462X2,. Hasil koefisien korelasi (r) sebesar 0,842 yang berarti terdapat hubungan yang “kuat†antara kualitas pelayanan, harga dan kepuasan pelanggan.
Kata kunci: Harga; Kepuasan Pelanggan; Kualitas Pelayanan
References
Koestanto, Hari. Tri. Vol.3 No. 10 (2014), Pengaruh Kualitas Layanan TerhadapKepuasan Pelanggan Pada PT. BANK Jatim Cabang Kampus Surabaya, Jurnal Ilmu & Riset Manajement Volume. 3 No.10 (2014).
Apriatni dan Suryoko Sri. Vol. 4 (2014), Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Harga Terhadap Kepuasan Konsumen Pada Rumah Makan Kampung Djowo Sekatul, Diponegoro Journal Of Social and Politic, Tahun 2014 Hal 1-11.
Simon. Kevin. Vol. 1 No. 3 Agustus (2016) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Urya Nalendir Sejahtera Tour & Travel, Jurnal Manajemen dan Startup Bisnis Vol. 1 no. 3 Agustus 2016.
Downloads
Published
Issue
Section
License
Open Access
Jurnal Pemasaran Kompetitif is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.
Copyright
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. Authors or others are allowed to multiply article as long as not for commercial purposes. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Disclaimer
No responsibility is assumed by publisher and co-publishers, nor by the editors for any injury and/or damage to persons or property as a result of any actual or alleged libelous statements, infringement of intellectual property or privacy rights, or products liability, whether resulting from negligence or otherwise, or from any use or operation of any ideas, instructions, procedures, products or methods contained in the material therein.
