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UEU » Master Theses » Magister Manajemen
Posted by [email protected] at 23/11/2013 21:30:13 • 1541 Views
PERBANDINGAN KEPUASAN PELANGGAN,KUALITAS PELAYANAN, DAN KUALITAS PRODUK PT. TRIMATRA TATAGRAHA DENGAN KOMPETITORNYAThe Comparation of The Customer Satisfaction, The Service and The
Product Quality of PT. Trimatra Tatagraha with Its CompetitorsCreated by :
JOHARNO ( 1999-01-147 )
| Subject: | PERBANDINGAN KEPUASAN PELANGGAN
KUALITAS PELAYANAN
DAN KUALITAS PRODUK
PT. TRIMATRA TATAGRAHA DENGAN KOMPETITORNYA | | Alt. Subject : | The Comparation of The Customer Satisfaction
The Service and The
Product Quality of PT. Trimatra Tatagraha with Its Competitors | | Keyword: | KEPUASAN PELANGGAN
KUALITAS PELAYANAN
KUALITAS PRODUK |
Description:
PT. Trimatra Tatagraha adalah perusahaan jasa konstruksi yang bergerak
dibidang kontraktor aluminium dan kaca. Berdiri sejak tahun 1990 yang telah
menyelesaikan sejumlah proyek baik didalam maupun diluar Jakarta. Persaingan
yang semakin ketat mengharuskan PT. Trimatra Tatagraha untuk meningkatkan
daya saing agar dapat memenuhi kepuasan pelanggan baik dari kualitas pelayanan
maupun kualitas produk dan pada akhirnya dapat meningkatkan pendapatan
proyek.
Studi ini bertujuan untuk mengetahui penilaian pelanggan terhadap kualitas
pelayanan dan kualitas produk PT. Trimatra Tatagraha, keunggulan, kelemahan
dan perbedaannya di bandingkan dengan kompetitor serta faktor-faktor yang
mempengaruhi kepuasan pelanggan.
Metode analisis yang digunakan untuk menjawab masalah perbedaan
kualitas pelayanan dan kualitas produksi PT. Trimatra Tatagraha dengan
kompetitornya adalah dengan menggunakan analisa t-test 2 sampel dan untuk
mengetahui faktor -faktor yang mempengaruhi kepuasan pelanggan menggunakan
analisa regresi ganda.
Hasilnya menunjukan bahwa penilaian pelanggan terhadap kualitas
pelayanan dan kualitas produk PT. Trimatra Tatagraha adalah baik serta faktorfaktor
yang mempengaruhi kepuasan pelnggan adalah dimensi credibility &
access pada kualitas pelayanan dan dimensi performance, reliability , durability
dan aesthetics pada kualitas produk.
Alt. Description
PT. Trimatra Tatagraha is a contruction company with specialize in the
aluminium and glass contractor. Established since 1990, with have done many
project in and out of Jakarta. The tight competition to consider necessary by
PT. Trimatra Tatagraha increase the competitive advantage in order to meet the
customer satisfaction and earning gain.
This objective of this study is to evaluate the customer appraiser to the
service and product quality of PT. Trimatra Tatagraha, to examine advantages,
weaknesses, and the differences as compared to the competitors, and to determine
factors influencing the customer satisfaction.
The analysis method to examine the difference service and product quality
between the competitors are using t-test 2 sample analysis method and to
determine the satisfaction factors are using the regression analysis method.
The result shows that the customer appraiser to the service and product
quality is good enough, and the customers satisfaction factors are credibility and
access for the service quality and the product quality are influences by
performance, reliability , durability and aesthetics dimension.
| Date Create | : | 23/11/2013 | | Type | : | Text | | Language | : | Indonesian | | Identifier | : | UEU-Master-199901147 | | Collection ID | : | 199901147 |
Rights :
Copyright @2013 by UEU Library. This publication is protected by copyright and per obtained from the UEU Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to UEU Library
Publication URL :
https://digilib.esaunggul.ac.id/perbandingan-kepuasan-pelanggankualitas-pelayanan-dan-kualitas-produk-pt-trimatra-tatagraha-dengan-kompetitornya-1096.html
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