Pengaruh Kualitas Produk, Layanan Purna Jual, Dan Harga Terhadap Kepuasan Pelanggan Pada PT. Lestari Indo Abadi Di Surabaya
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Institusion
Universitas Katolik Darma Cendika
Author
Alviana, Lusia
Subject
HB Economic Theory
Datestamp
2020-12-19 13:05:03
Abstract :
Competition in the business world between companies today is getting tougher. This is not far from the influence of economic development and rapid technological progress. The company is demanded to always develop and innovate, as PT. Lestari Indo Abadi which manufactures and serves the installation of ventilator turbines. This study aims to analyze how much influence the Product Quality, After Sales Service, and Price on Customer Satisfaction. The sampling method used is non probability sampling. The sample in this study were 75 respondents who were customers at PT. Lestari Indo Abadi in Surabaya. Based on the results of data processing with SPSS 20.0. All items from the statements obtained are valid and all the research variables obtained are reliable. The data that has met the validity test, reliability test and the classic assumption test are processed to produce the following regression equation: Y = 13,990 + 0,068X1 + 0,021X2 + 0,528X3 The results of the study at the 5% significance level show that: (1) Product quality (X1) with t count 0.576 0.05 which means product quality has no effect on customer satisfaction, (2) Service After Sales with t arithmetic 1.481 0.05 which means after-sales service has no effect on customer satisfaction, (3) Price with t arithmetic 6.593> t table of 1.99394 with a level of significance of 0,000
Competition in the business world between companies today is getting tougher. This is not far from the influence of economic development and rapid technological progress. The company is demanded to always develop and innovate, as PT. Lestari Indo Abadi which manufactures and serves the installation of ventilator turbines. This study aims to analyze how much influence the Product Quality, After Sales Service, and Price on Customer Satisfaction. The sampling method used is non probability sampling. The sample in this study were 75 respondents who were customers at PT. Lestari Indo Abadi in Surabaya. Based on the results of data processing with SPSS 20.0. All items from the statements obtained are valid and all the research variables obtained are reliable. The data that has met the validity test, reliability test and the classic assumption test are processed to produce the following regression equation: Y = 13,990 + 0,068X1 + 0,021X2 + 0,528X3 The results of the study at the 5% significance level show that: (1) Product quality (X1) with t count 0.576 0.05 which means product quality has no effect on customer satisfaction, (2) Service After Sales with t arithmetic 1.481 0.05 which means after-sales service has no effect on customer satisfaction, (3) Price with t arithmetic 6.593> t table of 1.99394 with a level of significance of 0,000
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