| dc.contributor.author | Septiani, Wilda | |
| dc.date.accessioned | 2022-02-02T04:46:37Z | |
| dc.date.available | 2022-02-02T04:46:37Z | |
| dc.date.issued | 2011 | |
| dc.identifier.uri | http://dspace.uc.ac.id/handle/123456789/4422 | |
| dc.description | This study aims to determine the effect of performance, features, reliability, appropriateness, and accessories product durability, both simultaneously and partially towards WS SHOP’s customer satisfaction. WS SHOP as one of the online stores that sells various kinds of accessories, must naturally be able to fulfill the needs of fashion for women in order to create customer satisfaction. Therefore, WS SHOP must be able to maintain aspects of product quality accessories. Aspects of product quality related to the problems faced by WS SHOP are performance, features, reliability, conformance, and durability.
Independent variables examined in this study are performance, features, reliability, conformance, and durability, while the dependent variable is customer satisfaction. The sampling technique used was non-probability sampling using a saturation sampling. Population in this research is all WS SHOP’s customer who had purchased at least two. The sample of 60 respondents in this study, which are customers who have conducted transactions in the WS SHOP at least twice from March 2010 until September 2010. The design of this study is causal or influential relationship between two variables or more. The data analysis technique used in this study is the multiple linear regression analysis using SPSS 13.
The results showed that performance, features, reliability, conformance, and durability accessories products have a significant effect, both simultaneously and partially towards WS SHOP’s customer satisfaction. | en_US |
| dc.description.abstract | Penelitian ini bertujuan mengetahui pengaruh performance, feature, reliability, conformance, dan durability produk aksesoris baik secara simultan maupun parsial terhadap kepuasan pelanggan WS SHOP. WS SHOP sebagai salah satu online SHOP yang menjual berbagai macam aksesoris tentu saja harus bisa memenuhi kebutuhan fashion wanita agar dapat tercipta kepuasan pelanggan. Oleh karena itu, WS SHOP harus dapat mempertahankan aspek kualitas produk aksesoris yang dijual. Aspek kualitas produk yang berkaitan dengan permasalahan yang dihadapi oleh WS SHOP adalah performance, feature, reliability, conformance, dan durability.
Variabel bebas yang diteliti dalam penelitian ini adalah performance, feature, reliability, conformance, dan durability, sedangkan variabel terikatnya adalah kepuasan pelanggan. Teknik pengambilan sampel yang digunakan adalah non-probability sampling dengan menggunakan jenis sampling jenuh. Populasi dalam penelitian ini adalah seluruh pelanggan WS SHOP yang pernah melakukan transaksi minimal dua kali. Sampel dalam penelitian ini berjumlah 60 responden, yaitu customer yang pernah melakukan transaksi pada WS SHOP minimal dua kali sejak bulan Maret 2010 sampai September 2010. Desain penelitian ini adalah penelitian kausal atau hubungan pengaruh antara dua variabel atau lebih. Teknik analisis data yang digunakan dalam penelitian ini adalah analisis regresi linear berganda dengan program SPSS 13.
Hasil penelitian menunjukkan bahwa performance, feature, reliability, conformance, dan durability produk aksesoris berpengaruh signifikan baik secara simultan maupun parsial terhadap kepuasan pelanggan WS SHOP. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra Surabaya | en_US |
| dc.subject | performance | en_US |
| dc.subject | feature | en_US |
| dc.subject | reliability | en_US |
| dc.subject | conformance | en_US |
| dc.subject | durability | en_US |
| dc.subject | Kepuasan pelanggan | en_US |
| dc.title | PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN WS SHOP | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61201 | |
| dc.identifier.nim | 10107112 | |
