Analisis Faktor Yang Mempengaruhi Kepuasan Pelanggan Pada Produk Air Conditioner di Jasa Distributor

Achmad Syaifuddin, Novera Elisa Triana

Abstract


Customer satisfaction is crucial in determining the success or failure of a business. One of the companies engaged in air conditioning distributor services received many complaints from customers which had an impact on sales results which had decreased from previous years. The purpose of this study was to find the relationship between the variables that influence customer satisfaction, and then carry out an analysis of improvements so that the level of customer satisfaction becomes more optimal. The variables used consist of customer satisfaction (Y) as the dependent variable and independent variables, namely service quality (X1), product quality (X2) and price (X3) with each variable being measured by an indicator. Primary data was obtained from the results of questionnaires to 72 respondents using the probability sampling technique. The data obtained was then processed using the Structural Equation Modeling- Partial Least Square (SEM-PLS) method. This result Service Quality has a positive and significant effect on Customer Satisfaction. Product Quality has a positive and significant effect on Customer Satisfaction. Product prices have a positive and significant effect on customer satisfaction.


Keywords


Service Quality' Product Quality; Price; Customer Satisfaction; SEM-PLS

Full Text:

PDF

References


Aditya, R. B. (2020). Pengaruh Kualitas Produk, Kualitas Layanan dan Harga Terhadap Kepuasan Pelanggan Air Minum dalam Kemasan. Jurnal Manajemen Kewirausahaan, 17(1), 61–68.

Asih, I., Setiawan, I., Hernadewita, H., & Hendra, H. (2022). Effects of ergonomics intervention on work accidents in the construction sector and their effect on productivity. Jurnal Sistem Dan Manajemen Industri, 6(1), 45–55. https://doi.org/http://dx.doi.org/10.30656/jsmi.v6i1.4242

Bahrudin, A., Setiawan, I., Arifin, M. M., Fipiana, W. I., & Lusia, V. (2021). Analysis of Preventive Maintenance and Breakdown Maintenance on Production Achievement in the Food Seasoning Industry. Jurnal Optimasi Sistem Industri, 14(2), 253–261. https://doi.org/10.31315/opsi.v14i2.5540

Christian, M., & Nuari, V. (2016). Pengaruh Kualitas Layanan Terhadap Loyalitas Konsumen Studi Kasus: Belanja Online Bhinneka.Com. Jurnal Siasat Bisnis, 20(1), 33–53.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks. In Sage.

Hair, J. F., Ringle, C. M., Gudergan, S. P., Fischer, A., Nitzl, C., & Menictas, C. (2019). Partial least squares structural equation modeling-based discrete choice modeling: an illustration in modeling retailer choice. Business Research, 12(1), 115–142. https://doi.org/10.1007/s40685-018-0072-4

Hendra, S., Setiawan, I., Suroto, K., Setiyawan, A., & Wahono, A. M. (2022). The Effect of Quality and Price on Satisfaction and Impact on Consumer Loyalty. Journal of Industrial and Manufacture Engineering, 6(1), 64–74. https://doi.org/10.31289/jime.v6i1.7047

Hilwa, H., Fitriani, L., & Nurhaeda, Z. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Kedai Kopi Tungku Herbag Makassar. NMaR Nobel Management, 3(3), 594–607.

Laetitia, S. I., Alexandrina, E., & Ardianto, S. F. (2021). Pengaruh Kulaitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Tanamera Coffee Pacific Place. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(1), 1699–1721.

Ningsi, B. A., & Agustina, L. (2018). Analisis Kepuasan Pelanggan Atas Kualitas Produk dan Pelayanan Dengan Metode SEM-PLS. Jurnal Statistika Dan Aplikasinya, 2(2), 8–16. https://doi.org/10.21009/jsa.02202

Pulumbara, G. F., Latief, F., & Ilham, B. U. (2023). Pengaruh Kualitas Produk dan Harga Terhadap Kepuasan Pelanggan Minuman JR Tea. Manuver Jurnal Akuntansi Dan Manajemen, 1(1), 76–92. http://repository.unpas.ac.id/id/eprint/44653%0Ahttp://repository.unpas.ac.id/44653/4/BAB II FIX.pdf

Rahmawati, M., Hijuzaman, O., Yudhanegara, D., Studi, P., Industri, T., Tinggi, S., Wastukancana, T., Pelanggan, K., & Pembelian, K. (2022). Pengaruh Harga , Produk dan Lokasi Terhadap Keputusan Pembelian Rumah melalui mediasi Kepuasan Pelanggan di PT . Bumi Jaya Propertindo The effect of Price , Product , and Location on Home Purchase Decision through Customer Satisfaction Mediation at PT . B. Jurnal Teknologika (Jurnal Teknik-Logika-Matematika), 12(2), 289–294.

Rianto, M. R., Setyawati, N. W., Rohaeni, H., & Woelandari, D. S. (2022). Pengaruh Harga, Promosi dan Inovasi Terhadap Kepuasan Pelanggan Provider Telkomsel Pada Generasi Milenial Muslim di Kota Bekasi. Jurnal Ilmiah Ekonomi Islam, 8(02), 2159–2166.

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (1st ed.). CV Alfabeta.




DOI: http://dx.doi.org/10.22441/MBCIE.2023.019

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Proceeding Mercu Buana Conference on Industrial Engineering

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Journal ISSN:

Portal ISSNe-ISSN
2988-4284

Tim Editorial Office
Proceeding Mercu Buana Conference on Industrial Engineering
Program Studi Magister Teknik Industri Universitas Mercu Buana
Jl. Raya Meruya Selatan No. 1 Kembangan Jakarta Barat
Email: [[email protected]]
Website: https://publikasi.mercubuana.ac.id/index.php/mbcie/

The Journal is Indexed and Journal List Title by:

 

 

in Collaboration with: