PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN KARTU PRA by zhangyun

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									 PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN KARTU
   PRA BAYAR IM3 (Studi Pada Mahasiswa Jurusan Manajemen Fakultas Ekonomi
                     Universitas Muhammadiyah Malang)



                                              Oleh:
                                          Rudy Hermawan



                                              Abstract

This study is a survey that took the title? Influence Of Product Quality Customer Satisfaction
IM3 Pre-Paid Card?.
The purpose of this study is to investigate the influence variable-variable product quality to
customer satisfaction for prepaid cards IM3 and to know which of the variables that most
influence the product quality to customer satisfaction for prepaid cards IM3.
Based on the formulation of the problem and the basic theories have been advanced to the
problems the author took the hypothesis of this study are: (1). Expected performance variables
(performance), characteristic or feature (feature), reliability (reliability), endurance (durability),
serviceability, aesthetics, and perceived quality (perceived quality) significantly affects customer
satisfaction in using a prepaid card IM3 , (2). Expected performance variable (performance) is
the most influential factor of customer satisfaction IM3 prepaid card.
Analyzer used in this research is logistic regression analysis, which before the data processed by
logistic regression analysis used to test the validity and reliability testing.
Based on the analysis then can be found that: performance variables (performance) influence on
customer satisfaction equal to 1.8235, variable features or additional features (features) affect
customer satisfaction equal to 1.2941, variable reliability (reliability) affect job satisfaction
customers sebesar1, 5882, variable resistance (durability) affect customer satisfaction by 1.7059,
serviceability variables influence customer satisfaction by 1.2941, aesthetic variables influence
customer satisfaction by 1.2563, the perceived quality variables (perceived quality) influence on
customer satisfaction equal to 1.7647.
Based on the hypothesis test performed we concluded that all variables affect product quality to
customer satisfaction IM3 prepaid cards are all variables of performance (performance), the
features or additional features (feature), reliability (reliability), endurance (durability),
serviceability , aesthetics, perceived quality (perceived quality) so that the hypothesis I accepted.
While the second hypothesis is the most dominant variable is the variable features or additional
features (features) so that the second hypothesis was rejected proposed



Keyword : Kualitas Produk, Kepuasan Pelanggan

Related Link : http://skripsi.umm.ac.id/files/disk1/209/jiptummpp-gdl-s1-2007-rudyhermaw-
10441-PENDAHUL-N.pdf

								
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