PENGARUH PROMOSI, KUALITAS PRODUK, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (STUDI KASUS PADA PT. TIGA SERANGKAI INTERNASIONAL)

Nurhadi, (2008) PENGARUH PROMOSI, KUALITAS PRODUK, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (STUDI KASUS PADA PT. TIGA SERANGKAI INTERNASIONAL). PhD thesis, Universitas Sebelas Maret.

[img] PDF
Download (1118Kb)

    Abstract

    This research aimed to know: 1) influencepromotion toward customer satisfaction in PT. Tiga Serangkai International, 2) influenceproduct quality toward customer satisfaction in PT. Tiga Serangkai International, 3)influence service quality toward customer satisfaction in PT. Tiga Serangkai International, 4) influence simoultanly of promotion, product quality and service quality toward customer satisfaction in PT. Tiga Serangkai International. This research was conducted inelementary school and junior high school in Surakarta town using book PT. Tiga Serangkai International;with used population amount1.143 headmaster and teachers used sample with amount 150 respondent. Sample method with purposive cluster random sampling.Data colectingused observation, questioner and interview, while data analysistechnique that used instrument test consist validity test and reliability test; classic assumption test consistmulticolinearitytest, heteroscedastisity test, autocorrelation test dan normality test;hirarchical regression analysis; statistic test consist t test, F test, dan determination coefficient. The results show that: 1) t test showed promotion, product quality and service quality influence positif and significant toward customer satisfaction in PT. Tiga Serangkai International, 2) F test showed influence simoultanly between promotion, product quality and service quality toward customer satisfaction in PT. Tiga Serangkai International, 3) determination coefficient (R2 ), test show that value =0,554, this means proportion variation promotion, product quality and service qualityvariable influence toward service quality is 55,4%, while its remain 44,6 % illustrate present other variable which not explained within this model, such as trust and customer complaint. . Key word: promotion, product quality, service quality, customer satisfaction

    Item Type: Thesis (PhD)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Afif Wandala
    Date Deposited: 24 Aug 2013 02:43
    Last Modified: 24 Aug 2013 02:43
    URI: https://eprints.uns.ac.id/id/eprint/10520

    Actions (login required)

    View Item