Wulandari, Dwi (2025) PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN DI TOKO XYZ SEMARANG. Skripsi thesis, STIE Bank BPD Jateng.
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Abstract
The purpose of this study is to analyze the influence of product quality, service quality, and price on customer satisfaction. A total of 89 customers from XYZ Store Semarang were selected as the sample in this study using the accidental sampling technique. Data analysis was performed using multiple linear regression analysis. The results indicate that product quality, service quality, and price have a positive and significant impact on customer satisfaction at XYZ Store Semarang. As product quality, service quality, and price increase, customer satisfaction also rises. High-quality products will be in vain if the service does not support them, just as competitive prices will not attract customers if the product quality and service are inadequate. As a distributor of technical equipment, XYZ Store Semarang faces various challenges in maintaining customer satisfaction. Therefore, continuous efforts need to be made to improve product quality, develop service quality, and make prices more competitive by regularly monitoring market prices and offering more attractive promotions to capture customer attention.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Tujuan penelitian ini ialah untuk menganalisis pengaruh kualitas produk, kualitas layanan dan harga terhadap kepuasan konsumen. Sebanyak 89 konsumen Toko XYZ Semarang dijadikan sebagai sample dalam penelitian ini dengan teknik accidental sampling. Analisis data menggunakan analisis regresi linear berganda. Hasil penelitian menunjukkan bahwasanya kualitas produk, kualitas layanan dan harga berpengaruh positif serta signifikan terhadap kepuasan konsumen Toko XYZ Semarang. Semakin tinggi kualitas produk, kualitas layanan dan harga maka kepuasan konsumen meningkat. Produk berkualitas tinggi akan sia-sia jika layanan tidak mendukung, begitu pula harga yang kompetitif tidak akan menarik jika kualitas produk dan pelayanan tidak memadai. Sebagai distributor alat teknik, Toko XYZ Semarang harus menghadapi berbagai tantangan dalam menjaga kepuasan konsumen. Untuk itu, perlu dilakukan upaya terus-menerus dalam meningkatkan kualitas produk, pengembangan kualitas layanan serta membuat harga lebih kompetitif dengan memantau harga pasar secara berkala dan menawarkan lebih banyak promo menarik untuk menarik perhatian konsumen. |
| Uncontrolled Keywords: | product quality, service quality, price, customer satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 19 Sep 2025 04:35 |
| Last Modified: | 19 Sep 2025 04:35 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2542 |
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