ANALISIS KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PRODUK KOMPONEN ELEKTRIKAL DI PT SUMBER MAS AUTORINDO (STUDI KASUS PADA PELANGGAN NON-RETAIL)

WICAKSONO, ANANDA BIMA AGUNG (2020) ANALISIS KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PRODUK KOMPONEN ELEKTRIKAL DI PT SUMBER MAS AUTORINDO (STUDI KASUS PADA PELANGGAN NON-RETAIL). D3 thesis, Universitas Negeri Jakarta.

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Abstract

Ananda Bima Agung Wicaksono, 2020, 1702517013. Analysis of Product Quality on Customer Satisfaction in Electrical Component Products at PT Sumber Mas Autorindo (Case Study of Non-Retail Customers). DIII Study Program in Marketing Management. Faculty of Economics. State University of Jakarta. This study aims to analyze the effect of product quality on customer satisfaction on electrical component products. The data used by researchers in this study are secondary data obtained from the distribution of questionnaires by the company PT Sumber Mas Autorindo (SMA) to 14 respondents or customers in the form of Non-Retail Companies processing data using descriptive analysis techniques. The data processing method uses the Simple Linear Regression method. From the research results it can be seen that the product quality variable (X) influences the customer satisfaction variable (Y). This is indicated by the results of the Instrument Test, namely the Validity and Reliability Test which results in all questionnaire statements given to respondents as valid and reliable. In the Classical Assumption Test, namely Linearity Test with Sig. Deviation from linearity of 0.176> 0.05, it can be stated that the research data there is a linear relationship between the Product Quality Variable with the Customer Satisfaction Variable. Then, in the Hypothesis Testing the Determination Coefficient Test with an R square value of 0.805 (80.5%) while the rest is 99.2% which is influenced by other factors not explained in this study. Thus, the results of this study are relevant and at the same time support the theory of product quality. Keywords: Product Quality, Customer Satisfaction, and Electrical Components.

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