Analysis Of Effect Of Service Quality, Quality Products, And Prices On Customer Satisfaction (Case Study At PT Asuransi Tri Pakarta Customer Branch Semarang)

Sri Yuni Widowati

Abstract


The purpose of the study was to analysis: (1) the impact of service quality on customer satisfaction on PT Asuransi Tri Pakarta Semarang, (2) inflence of product quality for customer satisfaction on PT Asuransi Tri Pakarta Semarang, (3) the effect of price on customer satisfaction on PT Asuransi Tri Pakarta Semarang.

The population of this study were customers of 75 employees on PT Asuransi Tri Pakarta Semarang.  This study was a population.  The Data of this study was collected by using questionnaire.  Data analysis was conducted by  multiple regression analysis.

The result shows that (1) there is influence service quality, product quality and price on customer satisfaction on PT Asuransi Tri Pakarta Semarang.


Keywords


Service Quality; Product Quality; Price; Customer Satisfaction

Full Text:

PDF

References


Alma, Buchari, 2004, Manajemen Pemasaran Dan Pemasaran Jasa, Cetakan Keenam, Alfabeta, Bandung.

Dewi Wulan Retna, 2013, Pengaruh Kualitas Produk Dan Kualitas PelayananTerhadap Kepuasan Pelanggan Pada PDAM Tirta Pakuan Kota Bogor The Influences Of Product And Service Qualities On Customer Satisfaction In PDAM Tirta Pakuan Kota Bogor. Journal Of Marketing Management Sekolah Tinggi Ilmu Ekonomi Kesatuan.

Edy Haryanto, 2013, Kualitas Layanan, Fasilitas Dan Harga Pengaruhnya Terhadap Kepuasan Pengguna Jasa Layanan Pada Kantor Samsat Manado , Jurnal Fakultas Ekonomi Dan Bisnis Universitas Sam Ratulangi Manado.

Engel, James F, and, Blackwell, Roger D. 1994. Perilaku Konsumen. Edisi Keenam, Jilid I, Binarupa, Jakarta.

Ferdinand, 2000. Prosedur Penelitian Suatu Pendekatan Praktik. PT. Rineka Cipta, Yogyakarta. Gujarati, 1995. Statistika Untuk Penelitian. Penerbit Andi,Yogyakarta.

Ghozali, I. 2009. Aplikasi Analisis Multivariate Dengan Program Spss. Badan Penerbit Universitas Diponegoro, Semarang.

Gozali, 2006, Metode Penelitian: Uji Asumsi Klasik. Andi Offset. Yogyakarta.

Gujarati, 1995. Metodologi Riset. PT. Gramedia Pustaka Utama. Jakarta.

Johanes Gerardo Runtunuwu, 2014, Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Pengguna Cafe Dan Resto Cabana Manado . Jurnal Of Fakultas Ekonomi Dan Bisnis, Jurusan Manajemen Universitas Sam Ratulangi Manado.

Kotler, P. & G. Armstrong. 2010. Principles Of Marketing. Thirteen Edition. Prentice Hall, New Jersey.

Kotler, P. & Keller, K. 2009. Manajemen Pemasaran. Edisi Ke 12. Pt Indeks, Jakarta.

Kotler, Philip dan K.L. Keller. 2006. Manajemen Pemasaran: Kualitas Jasa. Edisi Kedua, Terjemahan Ancella Anitawati, Penerbit PT. Prenhalindo.Jakarta.

Sugiyono, 2012. Metode Penelitian Bisnis. Alfabeta, Bandung.

Supranto, J. 2006. Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Cetakan Ketiga. Pt Rineka Cipta, Jakarta.

Tjiptono, Fandy. 2006. ManajemenJasa.Yogyakarta. Andi.

Tjiptono, Fandy. 2007. Pemasaran Jasa. Edisi Pertama, Malang, Penerbit : Bayumedia Publishing.

Wijaya, T. 2011. Manajemen Kualitas Jasa. Edisi 1. Pt Indeks, Jakarta.




DOI: http://dx.doi.org/10.26623/ebsj.v1i1.623

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Economics and Business Solutions Journal



Economics and Business Solutions Journal
Published by :
Faculty of Economics, Semarang University
Soekarno Hatta Street, Tlogosari Kulon, Pedurungan
Semarang City, Central Java - Indonesia
P-ISSN : 2580-6084
E-ISSN : 2580-8079
Email   : jseb@usm.ac.id

  

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