PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN SEPEDA MOTOR KAWASAKI DI SEMARANG

PRASETYO, UNGGUL (2014) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN SEPEDA MOTOR KAWASAKI DI SEMARANG. Skripsi, Fakultas Ekonomi dan Bisnis.

Preview

PDF - Published Version Download (4Kb) | Preview

Abstract

ABSTRACT Consumer satisfaction is a person`s feelings of pleasure or disappointment that emerged after comparing the performance (results) the product is considered to expected performance. Least satisfied consumers are known after the transaction, depending on the performance of bids in compliance with consumer expectations. If the performance was below expectations, the customer is not satisfied. If performance meets expectations, satisfied consumers. If performance exceeds expectations, konsumenn very satisfied or pleased. Many factors can affect customer satisfaction, such as product quality, service quality, price. The purpose of this study was to analyze the effect of product quality, service quality and price to the satisfaction of customer satisfaction. The population in this study is that consumers who make purchases and put Kawasaki motorcycles in PT. Gemala Sinar Sakti, Jl. Jend. Sudirman No.. 197, Semarang. Selected sample some consumers about 100 consumers. Methods of data collection using questionnaire and analysis technique used is multiple regression. The results showed that: 1) Quality of products and a significant positive effect on customer satisfaction. 2). Quality of service and significant positive effect on customer satisfaction. 3). Prices positive and significant effect on customer satisfaction. 4). Quality assurance of products, quality of service and price have a significant effect on customer satisfaction. Keywords : Product Quality, Service Quality, Price, Customer Satisfaction

Actions (login required)