PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN PERSEPSI HARGA BATUBARA TERHADAP KEPUASAN PELANGGAN PADA PT BUKIT ASAM, TBK

RAHMAN, BENO and Widiyanti, Marlina and Saggaff Shihab, Muchsin (2024) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN PERSEPSI HARGA BATUBARA TERHADAP KEPUASAN PELANGGAN PADA PT BUKIT ASAM, TBK. Masters thesis, Sriwijaya University.

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Abstract

This study was conducted to determine the effect of product quality, service quality and perceived coal prices on customer satisfaction at PT Bukit Asam, Tbk. The population in this study were all consumers or companies that purchased coal at PT Bukit Asam at the Tanjung Enim Mining Unit, Tarahan Port Unit and Kertapati Dock Unit in 2023 to 2024. The sample used in this study was 100 respondents with purposive sampling method. The results of multiple linear regression analysis show that product quality, service quality and perceived coal prices have a positive and significant effect on customer satisfaction. Product quality, it is expected for PT Bukit Asam, Tbk to be able to provide innovation both in terms of supply, marketing and promotion carried out. Service quality, it is expected that PT Bukit Asam, Tbk, especially in the service and marketing of products to be responsive in responding and providing information. Price perception, it is expected that PT Bukit Asam, Tbk can adjust the price of the coal offered. Keywords: Product Quality, Service Quality, Price Perception, Customer Satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Product Quality, Service Quality, Price Perception, Customer Satisfaction
Subjects:	H Social Sciences > HF Commerce > HF1040-1054 Commodities. Commercial products
Divisions:	01-Faculty of Economics > 61101-Management Business and Administration (S2)
Depositing User:	Beno Rahman
Date Deposited:	09 Jan 2025 06:27
Last Modified:	09 Jan 2025 06:27
URI:	http://repository.unsri.ac.id/id/eprint/162618

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