Ridwan Nurdiansyah, - (2023) ANALISIS PENGARUH HARGA, KUALITAS PELAYANAN, DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN DALAM PERSPEKTIF ISLAM : Studi Kasus pada Pembelian Komputer Rakitan di Tokopedia. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Penelitian ini bertujuan untuk menganalisis kepuasan konsumen dalam perspektif islam dalam pembelian komputer rakitan di Tokopedia menggunakan variabel harga, kualitas pelayanan dan kualitas produk. Penelitian ini menggunakan metode kuantitatif dengan menggunakan desain kausalitas serta metode analisis menggunakan Structural Equation Modeling-Partial Least Square (SEM-PLS). Teknik pengambilan sampel menggunakan metode purposive sampling terhadap anggota grup Facebook “Rakit PC Indonesia” sehingga didapatkan sebanyak 160 responden dengan menyebarkan kuesioner yang diunggah melalui forum komunitas. Hasil penelitian mengungkapkan bahwa variabel kualitas pelayanan tidak berpengaruh dan tidak signifikan terhadap kepuasan konsumen komputer rakitan di Tokopedia. Pada variabel kualitas pelayanan terdapat tiga pernyataan yang memiliki nilai paling rendah, yaitu mengenai kemampuan penjual dalam menjawab pertanyaan, ketersediaan garansi, serta keamanan dalam pengemasan. Sedangkan, harga dan kualitas produk berpengaruh positif dan signifikan terhadap kepuasan konsumen. Penelitian ini diharapkan mampu memberikan manfaat bagi semua pihak terutama penjual komputer rakitan untuk lebih memperhatikan kualitas layanan dan produknya demi tercapainya kepuasan konsumen dan mencegah kerugian pada konsumennya. This research aims to analyze consumer satisfaction from an Islamic perspective in purchasing assembled computers at Tokopedia using the variables price, service quality and product quality. This research uses a quantitative method using a causality design and an analysis method using Structural Equation Modeling-Partial Least Square (SEM-PLS). The sampling technique used a purposive sampling method for members of the Facebook group "Rakit PC Indonesia" so that 160 respondents were obtained by distributing questionnaires uploaded through the community forum. The research results reveal that the service quality variable has no effect and is not significant on customer satisfaction with assembled computers at Tokopedia. In the service quality variable, there are three statements that have the lowest value, namely regarding the seller's ability to answer questions, availability of guarantees, and security in packaging. Meanwhile, product price and quality have a positive and significant effect on consumer satisfaction. This research is expected to be able to benefit all parties especially the vendors of computers to pay more attention to the quality of their services and products in order to consumer satisfaction and prevent losses on their consumers.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=id&user=wnbYPxwAAAAJ&view_op=list_works&authuser=1&gmla=AH70aAX5OvZi1AeavaSv2FhVT5u_K_yYHpkCxTKMsKZ-KzHBVvIXXO0KrPseC2piUpY_B9nk1c-hqXfF1qOOV_X1 ID SINTA Dosen Pembimbing: Hilda Monoarfa: 6150134 Rida Rosida: 5994703 |
| Uncontrolled Keywords: | Harga, Kualitas Pelayanan, Kualitas Produk, Kepuasan Konsumen Komputer Rakitan. Price, Service Quality, Product Quality, Consumer Satisfaction of Assembled Computers. |
| Subjects: | B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc H Social Sciences > HB Economic Theory L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Ilmu Ekonomi dan Keuangan Islam |
| Depositing User: | Ridwan Nurdiansyah |
| Date Deposited: | 18 Jan 2024 04:45 |
| Last Modified: | 18 Jan 2024 04:45 |
| URI: | http://repository.upi.edu/id/eprint/114381 |
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