PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUASAN PELANGGAN LOTTEMART DI JAKARTA

RAMADHANI, RATNA (2020) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUASAN PELANGGAN LOTTEMART DI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

Preview	Text Cover.pdf Download (704kB) | Preview
Preview	Text Table_Of_Content.pdf Download (687kB) | Preview
Preview	Text Chapter1.pdf Download (428kB) | Preview
	Text Chapter2.pdf Restricted to Repository staff only Download (513kB)
Preview	Text Chapter3.pdf Download (777kB) | Preview
	Text Chapter4.pdf Restricted to Repository staff only Download (1MB)
Preview	Text Chapter5.pdf Download (280kB) | Preview
Preview	Text Bibliography.pdf Download (401kB) | Preview

Abstract

RATNA RAMADHANI, The Effect of Service Quality, Product Quality and Promotion on Lottemart Customer Satisfaction in Jakarta. The purpose of this study was to determine the effect of service quality, product quality and promotion on customer satisfaction for hypermarkets in customers in Jakarta. This research was conducted at Lottemart in Jakarta, for 6 months from January to June 2020. The research method used by researchers was a survey method with a correlational approach, the population used was Lottemart customers in Jakarta. The sampling technique used was Purposive Sampling as many as 130 people. The resulting regression equation is Ŷ = 13.424 + 0.442 X1 for product quality variables, Ŷ = 14.838 + 0.514 X2 for product quality variables, and Ŷ = 13.383 + 0.564 X3 for promotion variables. Test requirements analysis is the normality test with the Kolmogorov-Smimov test with a significance level (α) = 5% or 0.05 and produces a significant level of Y value of 0.064, X1 of 0.093, X2 of 0.054 and X3 of 0.085 because of the third significance level these variables> 0.05, it can be concluded that the data are normally distributed and can be used in further analysis. Linearity regression test of Y for X1 and Y for X2 produces a significance value in Linearity, which is 0,000 <0.05, so it can be concluded that it has a linear effect. Next, a t test was carried out and yielded Y over X1 thitung = 4,505 and ttable = 1,657 and Y over X2 thitung = 4,161 and ttable = 1,657 and Y over X3 thitung = 2,655 and ttable = 1,657. Correlation coefficient between service quality (X1) to customer satisfaction (Y) is 0.443 and correlation coefficient between product quality (X2) to customer satisfaction (Y) is 0.422 and promotion variable correlation coefficient (X3) to customer satisfaction is .442. So, there is a positive and significant effect between service quality on customer satisfaction, positive and significant influence between product quality on customer satisfaction and a positive and significant effect between promotion on customer satisfaction. Thus, it can be concluded that there is a positive and significant influence between service quality, product quality and promotion of customer satisfaction. The coefficient of determination of Y over X1 was obtained at 0.196 which showed that 19.6% of the customer satisfaction variable was determined by the quality of service. Meanwhile, the remaining 80.4% is influenced by other factors. And the coefficient of determination of Y over X2 obtained by 0.178 which shows that 17.8% of the customer satisfaction variable is determined by the quality of service. Meanwhile, the remaining 82.2% is influenced by other factors. And the coefficient of determination of Y over X3 obtained by 0.196 which shows that 19.6% of customer satisfaction variables are determined by promotion. Meanwhile, the remaining 80.4% is influenced by other factors. Keywords : Customer Satisfaction, Service Quality, Product Quality, Promoti

Actions (login required)

View Item