Pengaruh Kualitas Produk, Kualitas Layanan, dan Harga terhadap Kepuasan Konsumen pada Toko Kopinkra - Kotama Shoes

Abstract

The company can perform a variety of ways to meet customer satisfaction. One of the things that can be done is to learn about and pay attention to factors that affect customer satisfaction. Some of the factors that must be considered by the company in determining the level of customer satisfaction, product quality, service quality, and price. This research was done at the store Kopinkra JL. A.R. Hakim No. 206 C Medan. The purpose of this research is to analyze on 4 assessments: 1. Effect of the product quality on consumers satisfaction, 2. Effect of quality service on consumer satisfaction, 3. Effect of price on customer satisfaction, 4. Effect of product quality, service quality, and the price of customer satisfaction. Large samples are obtained as many as 75 people were determined with the formula Slovin. The sample in this research is the consumers aged adults who purchase products in stores Kopinkra Medan with brand Kotama shoes. The results showed that the 4 assessments can be accepted. These results indicate that there is a positive and significant relationship between product quality and customer satisfaction, customer satisfaction with the quality of service, price and customer satisfaction, as well as product quality, service quality, and the price to the customer's satisfaction. This is proven by the test t significance level where product quality, service quality, and the price of smaller significance and values that have been set that is 0.05. Can also be proven by the test of F where their significance value 0.000 smaller than 0.05. The coefficient of determination on customer satisfaction demonstrated by rsquare is 0,454 which means that customer satisfaction 45,4% is affected by the variable quality of products, service quality, and the price, while 54.6% is affected by other variables that are not found in this research.