Prayoga, Egi (2024) PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA MQ MART PONDOK PESANTREN MADINATUL QUR’AN DESA BETUNG, Kec. LUBUK KELIAT, Kab. OGAN ILIR. Undergraduate Thesis thesis, UIN RADEN FATAH PALEMBANG.
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada MQ Mart Pondok Pesantren Madinatul Qur’an Desa Betung, Kec. Lubuk Keliat, Kab. Ogan Ilir. Karena di era sekarang persaingan dalam bisnis ritel sangat ketat diantaranya banyaknya pedagang eceran dan toko, dan khususnya minimarket yang ada di desa Betung, Kec. Lubuk Keliat, Kab. Ogan Ilir. Hal utama agar minimarket dapat bersaing dan menguasai pangsa pasar yaitu dengan meningkatkan dan memperbaiki kualitas pelayanan dan memberikan tingkat harga yang sesuai atau bersaing. Karena dengan memperhatikan hal tersebut pelanggan akan mendapatkan kepuasan dalam berbelanja dan merasa nyaman. Penelitian ini dilakukan dengan menggunakan metode kuantitatif. Populasi dalam penelitian ini ialah mencakup seluruh pembeli pada MQ Mart Pondok Pesantren Madinatul Qur’an Desa Betung Kec. Lubuk Keliat Kab. Ogan Ilir dan kemudian sampel pada penelitian ini berjumlah 99 responden dengan menggunakan teknik Accidental Sampling. Teknik pengujian instrument dalam penelitian ini menggunakan uji validitas dan reliabilitas, teknik analisis data menggunakan uji asumsi klasik meliputi uji normalitas, uji multikolinieritas, dan uji heterokedastisitas. Dan uji hipotesis yaitu uji simultan ( f ), uji parsial ( t ), dan uji koefisien determinasi ( R2 ). Hasil penelitian menunjukan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, variabel harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan. dan secara simultan variabel kualitas pelayanan dan harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kata Kunci : Kualitas Pelayanan, Persepsi Harga, dan Kepuasan Pelanggan This study aims to determine and analyze the effect of service quality and price on customer satisfaction at MQ Mart Pondok Pesantren Madinatul Qur'an, Betung Village, Lubuk Keliat District, Ogan Ilir Regency. Because in today's era, competition in the retail business is very tight, including the many retailers and shops, and especially minimarkets in Betung Village, Lubuk Keliat District, Ogan Ilir Regency. The main thing for minimarkets to be able to compete and dominate market share is to improve and improve the quality of service and provide appropriate or competitive price levels. Because by paying attention to these things, customers will get satisfaction in shopping and feel comfortable. This study was conducted using quantitative methods. The population in this study included all buyers at MQ Mart Pondok Pesantren Madinatul Qur'an Betung Village, Lubuk Keliat District, Ogan Ilir Regency and then the sample in this study amounted to 99 respondents using the Accidental Sampling technique. The instrument testing technique in this study used validity and reliability tests, data analysis techniques used classical assumption tests including normality tests, multicollinearity tests, and heteroscedasticity tests. And hypothesis tests are simultaneous tests (f), partial tests (t), and coefficient of determination tests (R2). The results of the study indicate that the service quality variable has a positive and significant effect on customer satisfaction, the price variable has a positive and significant effect on customer satisfaction. and simultaneously the service quality and price variables have a positive and significant effect on customer satisfaction. Keywords: Service Quality, Price, and Customer Satisfaction
| Item Type: | Thesis (Undergraduate Thesis) |
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| Uncontrolled Keywords: | Kata Kunci : Kualitas Pelayanan, Persepsi Harga, dan Kepuasan Pelanggan Keywords: Service Quality, Price, and Customer Satisfaction |
| Subjects: | Ekonomi dan Bisnis Islam > Ekonomi Syariah |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > 60202 - Ekonomi Syariah (S1) |
| Depositing User: | Egi Prayoga 1810602025 |
| Date Deposited: | 27 Dec 2024 03:09 |
| Last Modified: | 27 Dec 2024 03:09 |
| URI: | http://repository.radenfatah.ac.id/id/eprint/43243 |
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