Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Pada Usaha Roti Rotte Bakery (Survei Cabang Jl. Delima Kota Pekanbaru)

Afifah, Wildatul (2021) Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan Pada Usaha Roti Rotte Bakery (Survei Cabang Jl. Delima Kota Pekanbaru). Other thesis, Universitas Islam Riau.

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Abstract

This study aims to discuss the importance of providing product quality of customer satisfaction at the Bread Rotte Bakery Business (Survey of Jl. Delima Branches Pekanbaru City). This type of research uses a descriptive survey research type. The research method used is quantitative research methods because researchers obtain data by analyzing the data and by describing or describing the data by observing the research site. The importance of product quality because of the quality of Bread Rotte Bakery Branch Jl. Delima Pekanbaru City affects customer satisfaction. The results showed that the product quality was seen from seven indicators, namely taste, ability, texture, nutritional content, attractiveness through sharpness of the eye, attractiveness through smell and temperature. Meanwhile, customer satisfaction is seen from two indicators, namely the expected quality and perceived quality. The population in this study were customers of Rotte Bakery Branch Jl. Delima Pekanbaru City as many as 67 customers using the Slovin Formula. The results of the instrument validity test showed that r count ≥ r table means that all item statements are valid and the reliability is above 0.60 which means reliable. When viewed based on the t test, it shows that the value of t count is (7,609) ≥ t table (1,669) sig (0,000) ≤ 0.1. This suggests that product quality is partly influenced by customer satisfaction. Then, the coefficient of determination (R2) is 0.686 or 69% rounded off of the product quality on customer satisfaction, while the remaining 31% is influenced by other variables not examined in this study.

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