PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN

Yanti Murni, Hendri Zet

Sari


This study aims to determine the effect of service quality and product quality on customer satisfaction in UPT.Pengelola Clean Water Management. The type of research is quantitative. The data is processed by computerized using SPSS 18.0 program. Number of UPT subscribers. Clean Water Management of Pariaman City continues to increase, but the increasing number of customers was also directly proportional to the increase in the number of customers who complain. The independent variables are service quality (x1) and product quality (x2). Dependent variable is consumer satisfaction (Y). Population and sample used in this research is consumer of UPT. Clean Water Management Pariaman City as many as 79 people and was in place at the time of the research conducted. Data were collected using questionnaires and interviews. Hypothesis testing using multiple regression analysis, t test, F test and determination. The results show partially Quality of service (0,000) and product quality (0.035) have a significant effect on customer satisfaction and simultaneously also affect with the significance of 0.000. The effect is 44.4%

Teks Lengkap:

Hal 117-125

Referensi


Assauri 2004. Manajemen Pemasaran Modern, Liberty, Yogyakarta

Azwar, 2006. Menjaga Mutu Pelayanan Kesehatan Aplikasi Prinsip Lingkaran. Pemecahan Masalah. Jakarta: Pustaka Sinar Harapan.

Departemen Kesehatan RI. 2008. repository.maranatha.edu/ 1832/9/0410156 _References.pdf

Ferdinan, 2006. Metodologi dan Aplikasi, Riset Pendidikan. Teknologi Informasi dan Komunikasi. Jakarta PT. Gramedia

Gujarati, 2005. Metode Riset Perilaku Organisasi. Jakarta : Gramedia

Jacobalis 2008. Nursing Management. System Approachers, 2rd. Ed. Philadelphia; W.B. Sounders CO.

Kotler dan Amstrong. 2008. Prinsip-Prinsip Manajemen, Jilid 1 Edisi Kedelapan.

Kotler, P.(2011. Manajemen Pemasasan ,Jilid 1, edisi bahasa Indonesia; PT Indek, Jakarta.

Laurensius Arliman S, Perlindungan Hak Anak Dalam Memperoleh Pelayanan Kesehatan, Jurnal Advokasi, Volume 5, Nomor 1, 2014.

Laurensius Arliman S, Perlindungan Hak Anak Di Dalam Memperoleh Pelayanan Kesehatan Di Indonesia, Lex Jurnalica, Volume 15, Nomor 1, 2018.

Lupiyoadi dan Hamdani,2006. Manajemen Jasa, Edisi kedua, Yogyakarta: Penerbit Andi.

Manuaba. 2006. Buku Panduan Praktis Pelayanan Kesehatan Maternal Neonatal. JHPIEGO.

Nasution, M.N. (2009). Manajemen Kualitas Terpadu (Total Quality Management ), edisi 2; Ghalia Indonesia, Jakarta.

Nursalam. 2014. Manajemen Keperawatan. Salemba Medika. Jakarta.

Peterson & Wilson, 2008. Principles of Marketing, 12 th ed., New Jersey : Prentice Hall.

Sekaran (2006). Metodologi Penelian untuk Bisnis, Jilid 1, Edisi 4, Salemba Empat, Jakarta.

Singgih Santoso (2002). Konsep Dasar Metedologi Penelitian. Jakarta Rineka Cipta.

Sudarto 2007. Manajemen Pemasaran Jasa , edisi 2; Salemba Empat , Jakarta.

Sugiyono, 2006. Memahami Penelitian Kualitatif. Bandung : Alfabeta.

Sulistyo, 2008. Merancang Kualitas , Buku Pertama , edisi Bahasa Indonesia; PT Pustaka Binaman, Jakarta.

Suryawati, 2008. Metode Riset perilaku konsumen jasa; Gralia Indonesia, Jakarta.

Sutanto, 2011. Basic Data Analysis. Jakarta FKUI.

Tjiptono, 2001. Service Quality dan Statisfaction. Jakarta Andi.

Tjiptono, 2011. Service Quality dan Statisfaction. Jakarta Andi.

Tjiptono, 2016. Service Quality dan Statisfaction. Jakarta Andi.




DOI: https://doi.org/10.33559/eoj.v1i2.51

Refbacks

  • Saat ini tidak ada refbacks.


Jumlah Kunjungan

Negara Pengunjung

Flag Counter

Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi 4.0 Internasional.