Kusum, M. Galih Jati (2018) HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI PT. ASTRA HONDA MOTOR CENTER KOTA SEMARANG. Undergraduate thesis, Fakultas Psikologi UNISSULA.

Preview	Text 1 COVER.pdf Baca Disini (666kB) | Preview Download (666kB)
Preview	Text 2 ABSTRAK.pdf Baca Disini (257kB) | Preview Download (257kB)
Preview	Text 3 DAFTAR ISI.pdf Baca Disini (222kB) | Preview Download (222kB)
Preview	Image publikasi.JPG Baca Disini (698kB) | Preview Download (698kB)
Preview	Text 4 BAB I.pdf Baca Disini (173kB) | Preview Download (173kB)
	Text 5 BAB II.pdf Restricted to Registered users only Baca Disini (218kB) | Preview Download (218kB)
	Text 6 BAB III.pdf Restricted to Registered users only Baca Disini (214kB) | Preview Download (214kB)
	Text 7 BAB IV.pdf Restricted to Registered users only Baca Disini (384kB) | Preview Download (384kB)
	Text 8 BAB V.pdf Restricted to Registered users only Baca Disini (98kB) | Preview Download (98kB)
Preview	Text 9 DAFTAR PUSTAKA.pdf Baca Disini (200kB) | Preview Download (200kB)

Abstract

This research aims to determine the correlation between product quality and service quality with customer satisfaction in PT. Astra Honda Motor Center Semarang City. This research used quantitative research methods conducted on 100 cunstomer in PT. Astra Honda Motor Center Semarang City. This study used three measurement scales, customer satisfaction scale, product quality scale and service quality scale. Customer satisfaction scale consisted of 48 items with the coefficient correlation score starts from 0,303 - 0,719 and reliability coefficient equal to 0,935. Product quality scale consisted of 56 items with the coefficient correlation score starts from 0.350 - 0.757 and reliability coefficient equal to 0.972. Service quality scale consisted of 40 items with the coefficient correlation score starts from 0,371 - 0,777 and reliability coefficient equal to 0,959. The data analysis technique used are two predictors regression analysis and partial correlation.The results of the first hypothesis testing shows that there is a very significant relationship between product quality and service quality with customer satisfaction with correlation R = 0.449 and Fhitung = 6.198 with significance level equal to 0.001 (p <0.01). The result of second hypothesis testing shows that there is no correlation between product quality to customer satisfaction, where the correlation r1y = 0.258 with significant level p = 0.067 (p> 0,05). The result of second hypothesis testing shows that there is a significant positive correlation between service quality and customer satisfaction, where the correlation r2y = 0,307 with significance level p = 0,029 (p <0,05).

Keywords : Customer Satisfaction, Product Quality, Service Quality.

Dosen Pembimbing:	UNSPECIFIED | UNSPECIFIED
Item Type:	Thesis (Undergraduate)
Subjects:	B Philosophy. Psychology. Religion > BF Psychology
Divisions:	Fakultas Psikologi Fakultas Psikologi > Psikologi
Depositing User:	Pustakawan 1 UNISSULA
Date Deposited:	05 Oct 2018 04:09
Last Modified:	05 Oct 2018 04:09
URI:	https://repository.unissula.ac.id/id/eprint/11485

Actions (login required)

View Item