scholarly journals ANALISIS PENGENDALIAN KUALITAS (QUALITYCONTROL) UNTUK MENINGKATKAN KUALITAS PRODUK YANG DIHASILKAN PADA CV BINA TEHNIK PEMATANGSIANTAR

2019 ◽  
Vol 7 (1) ◽  
pp. 24-33
Author(s):  
Erina Kiki ◽  
Darwin Lie ◽  
Efendi Efendi ◽  
Sisca Sisca
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Production Process ◽  
Product Quality ◽  
Brand Image ◽  
The State ◽  
Raw Material ◽  
The Aesthetic

The purpose of this study are: 1. To find out the description of quality control and the products quality produced at CV Bina Tehnik Pematangsiantar. 2. To find out the implementation of quality control to improve the products quality produced at CV Bina Tehnik Pematangsiantar.The results of the study can be summarized as follows: 1. The process of quality control in the production process applied by CV Bina Tehnik Pematangsiantar is not optimal. 2. The aesthetic and conformance dimensions of the product quality produced by CV Bina Tehnik Pematangsiantar are not optimal. 3. From the results of the histogram, irregularities or discrepancies found at the end of the QC or inspection of the final product / finished product are dominated almost 80% by 2 (two) types of non-conformity, namely the state of paint / color and the function of lights and hoses. 4. From the analysis of fishbone diagrams, it is known that the causes of irregularities are derived from raw material, human or worker factors, work methods and the environment. Keyword: Brand Image, Service Quality and Customer Satisfaction

scholarly journals MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA

2017 ◽  
Vol 21 (3) ◽  
pp. 317
Author(s):  
Agussalim M ◽  
Hapzi Ali
Keyword(s):  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Brand Image ◽  
Analytical Tool ◽  
Analysis Method ◽  
Quantitative Analysis Method

This study aims to analyze the effect of product quality and service quality on brand image and customer satisfaction either partially or simultaneously on Giant Citra Raya Tangerang. The population of this study is Giant Citra Raya customers which averages 2,070,823 / 12/30 = 5752 per day. The sample in this research using Slovin formula is 152 customers. Quantitative analysis method using path analysis, followed by determination analysis (R Square), partial hypothesis testing (t test) and simultaneous (F test) with alpha 5 percent. Before further analyzed first tested the instrument and test the classical assumption. Analytical tool using SPSS version 21.0 for windows. The result of the research shows that product quality and service quality are partially and simultaneously have positive and significant effect on brand image and customer satisfaction, and brand image has influence to customer satisfaction at Giant Citra Raya Tangerang.

scholarly journals ANALYSIS OF THE EFFECT OF SERVICE QUALITY, PRODUCT QUALITY AND BRAND IMAGE ON CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CONSUMER LOYALTY PT. SHARP ELECTRONICS INDONESIA (CASE STUDY AT KARAWANG SHARP DIRECT SERVICE STATION)

2020 ◽  
Vol 6 (6) ◽  
pp. 197-212
Author(s):  
Lise Tiasanty ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Brand Image ◽  
Care Center ◽  
Survey Method ◽  
Consumer Loyalty ◽  
Direct Service ◽  
Service Station ◽  
Quality Product

This study aims to determine whether there is an influence between service quality, product quality and brand image on customer satisfaction and its implications for consumer loyalty at PT. Sharp Electronics Indonesia (study case in Karawang’ s Sharp Direct Service Station). The research method used was a survey method by distributing questionnaires to 182 respondents who had purchased 32-inch Sharp television LCD products residing in the Karawang’ s Sharp Direct Service Station area and recorded in the Sharp Customer Care Center database. The tool used to analyze data is the Statistical Package for Social Studies (SPSS) program ver.22. The result in this study are (1) Service Quality has positive and significant effect on Customer Satisfaction, (2) Product Quality has positive and significant effect on Customer Satisfaction, (3) Brand Image has positive and significant effect on Customer Satisfaction, (4) ) Service Quality has positive and significant effect on Consumer Loyalty, (5) Product Quality has positive and significant effect on Consumer Loyalty, (6) Brand Image has positive and significant effect on Consumer Loyalty, (7) Customer Satisfaction has positive and significant effect on Consumer Loyalty at PT. Sharp Electronics Indonesia especially at Sharp Direct Service Station (SDSS) Karawang. Positive correlation coefficient with a strong level of interpretation.

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)

2020 ◽  
Vol 7 (2) ◽  
pp. 123
Author(s):  
Lita Ningrum Afriani ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Primary Data ◽  
Quality Service ◽  
Loyal Customer ◽  
Number Of Customers ◽  
Loyal Customers

For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.

scholarly journals ANALISIS PENGENDALIAN KUALITAS UNTUK MEMINIMASI PRODUK CACAT PADA BAYAM JEPANG

Agrika ◽  
2020 ◽  
Vol 14 (2) ◽  
pp. 94
Author(s):  
Tio Katana Diana Br Keliat ◽  
Hendrik Johannes Nadapdap
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Human Factors ◽  
Production Process ◽  
Product Quality ◽  
Business Owners ◽  
Quality Analysis ◽  
Qualitative Descriptive ◽  
Leaf Rot

ABSTRAKBayam Jepang adalah komoditas unggulan yang diproduksi oleh PO. Sayur Organik Merbabu dengan tingkat penjualan tertinggi mencapai 1018 kg/bulan. Salah satu faktor yang perlu diperhatikan dalam proses produksi adalah kualitas produk, karena akan berdampak terhadap kepuasan konsumen. Akan tetapi terdapat kendala dalam proses produksi, yaitu sifat tanaman yang sangat rentan rusak dan patah jika tidak diperlakukan secara tepat. Sehingga perlu dilakukan analisis kualitas terhadap Bayam Jepang untuk menekan tingkat kerusakan. Tujuan penelitian ini adalah mengetahui jenis cacat dan faktor-faktor yang mempengaruhi kualitas Bayam Jepang.  Penelitian ini dilakukan pada 16 Januari sampai 20 Februari 2020 dengan metode deskripstif kualitatif dan menggunakan alat pengendalian mutu seperti lembar periksa, histogram, peta kendali, pareto dan fishbone. Jumlah informan yang digunakan terdiri dari pemilik usaha, tenaga kerja, petani mitra dan distributor. Setelah dilakukan penelitian ditemukan lima jenis cacat yaitu daun cacat, batang patah, daun kuning, tanaman kerdil dan busuk batang atau daun. Persentase cacat yang paling tinggi adalah daun cacat. Faktor-faktor yang mempengaruhi kualitas Bayam Jepang adalah faktor manusia, metode, dan lingkungan yang didukung dengan pembuatan diagram fishbone.ABSTRACTJapanese spinach is a superior commodity produced by PO. Sayur Organik Merbabu with the highest level of sales reach 1018 kg / month. One factor that needs to be considered in production process is product quality, because it will have an impact on customer satisfaction. However, there are obstacles in the production process, namely the nature of plants that are very susceptible to damage and broken if not treated properly. So it is necessary to conduct a quality analysis of Japanese spinach on an ongoing basis to reduce the level of damage. The purpose of this study is to determine the types of defects and factors that affect the quality of Japanese spinach. This research was conducted on January 16 to February 20, 2020 with qualitative descriptive methods and using quality control tools such as check sheets, histograms, control maps, pareto and fishbone. The number of informants used consisted of business owners, workers, partner farmers and distributors. After doing the research, five types of defects were found, namely defective leaves, broken stems, yellow leaves, dwarf plants and stems or leaf rot, with the highest percentage of defects being defective leaves. While the factors that influence the quality of Japanese spinach are found, namely human factors, methods, and the environment supported by making fishbone diagrams.

scholarly journals MEDIATING ROLE OF CUSTOMER SATISFACTION AND ITS IMPACT TOWARDS BRAND IMAGE OF FRIED CHICKEN RESTAURANT

2010 ◽  
Vol 9 (2) ◽  
Author(s):  
Idris Gautama So ◽  
Eric Putra ◽  
Ishak Ismail
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Significant Contribution ◽  
Brand Image ◽  
Pearson Correlation ◽  
Strong Relationship ◽  
Mediating Role ◽  
Correlation And Path Analysis

Customer satisfaction is a very important issue in industries including food industry. This research is aimed to analyze the mediating role of customer satisfaction in order to have loyal returning customers. Objectives of this research is to analyze the influence of service quality and product quality to customer satisfaction and its impacts towards retaurant’s brand image. Pearson correlation and Path Analysis are used in this research. Samples of this research are visiting customers of ”KD” Fried Chicken restaurant. Data is collected using questionnaires filled by the visiting customers with choosing the answer in likert scale. The result of this research shows product quality has a strong relationship and significant contribution in influencing customer satisfaction and brand image. Customer satisfaction also has a strong relationship and contributed to brand image, while service quality has no contribution to both customer satisfaction and brand image of Fried Chicken restaurant, thus this research suggest the improvement of service quality towards the existing customers to achive customers satisfaction and brand image, and give some other beneficial inputs to the restaurant which may be resulted in customer satisfaction and better brand image in the future.

scholarly journals The Relationship between Product Quality, E-Service Quality and Brand Image on Customer Satisfaction: Preliminary Investigation in Perlis

2020 ◽  
Vol 4 (5) ◽  
pp. 43-54
Author(s):  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Preliminary Investigation ◽  
Future Research ◽  
The Social ◽  
The Relationship ◽  
Random Method

This study focusing on The Effect of Product Quality, E-Service Quality and Brand Image on Customer Satisfaction which focusing among Perlis’s online shopping. The sample comprised of 250 online consumers at Perlis. The sampling method used in this research is the random method. The questionnaires were distributed by using google form. The data collected was analyzed by using software named as IBM Statistical Package for the Social Sciences (SPSS) version 25. The findings presented that product quality (β=.213, p=.001), e-service quality (β=.142, p=.039) and brand image (β=.553, p=.000) are the factors that significantly related to customer satisfaction. The analytical results confirmed that there is a significant positive correlation between product quality, e- service quality and brand image and online customer satisfaction. The study involves some management implications. In addition to this, the study has some limitations. Therefore, some suggestions are put forward for future research.

ANALISIS PENGENDALIAN KUALITAS PRODUK PADA USAHA HOME INDUSTRY FURNITURE BAPAK KARSIDIN DI KELURAHAN LOKBAHU KECAMATAN SUNGAI KUNJANG KOTA SAMARINDA

2020 ◽  
Vol 8 (2) ◽  
pp. 162
Author(s):  
DODY AL'AZHAR
Keyword(s):  
Quality Control ◽  
Human Factors ◽  
Production Process ◽  
Product Quality ◽  
Raw Material ◽  
Statistical Quality Control ◽  
Quality Level ◽  
Control Analysis ◽  
Statistical Quality ◽  
And Control

Product quality control is very important for company or business that is willing to improve the performance. Home Industry Business or a home-based business established by Mr. Karsidin is furniture business and the products include cabinet, table, bench, TV rack and other furniture items which can be tailored to customer desires. In the production process, Mr. Karsidin's business still has product defects that can be observed at the beginning of this study that is presented in table 1.1. The study aims to determine the product quality level is still in control limits measurement of Mr. Karsidin’s Home Industry Business, analyze types of defects and control production quality using statistical quality control (SQC). The method in the study was statistical quality control (SQC) to monitor standards, make measurements and take corrective actions while the product or service is being produced. The quality control tools were Observation Sheet, Histogram, Cause and Effect Diagram and Control Diagram (p Chart). The result indicates that the product quality by Mr. Karsidin's business during the observation period from April to May 2019 is at the control limit. Further, based on p control analysis there is no point that exceeds Upper Limit or Lower Limit. The production process should be given more attention, especially at several main factors such as workers or human factors, in which there are a lot of negligence in the production process. Mr. Karsidin should make improvement to the defects directly that at the cause level, including raw material, machinery, method and human factors based on the Standard Operating Procedures (SOP).

scholarly journals PELAYANAN RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu di Restoran D’Ayam Crispy Yogyakarta

2018 ◽  
Author(s):  
Repositori Online Pariwisata ◽  
Liea Khusnul Anggika
Keyword(s):  
Quality Control ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Production Process ◽  
Product Quality ◽  
Quality Standards ◽  
Public Facilities ◽  
The Stability ◽  
Taking Care

Quality control is a process aimed at maintaining the quality standards of products promised by the company to consumers and to help maintain the performance of the production process in order to always within the limits of tolerable allowance. Each restaurant has a SOP to maintain the quality of service and product quality in order to satisfy and comfort customers. The influence of quality of service is very important in the progress of restaurant business, to create customer satisfaction. In this case the restaurant needs to maintain the stability of service and product quality for customers to grow. D'Ayam Crispy is one of the restaurants that produce processed fried chicken. D'Ayam Crispy needs to maintain the stability of service and product quality as well as care about customer's comfort such as taking care of public facilities provided.

Studi Kualitas Puding Melalui Pendekatan Six Sigma Studi Kasus Di Pt. Keong Nusantara Abadi

2019 ◽  
Vol 1 (1) ◽  
pp. 44
Author(s):  
Rony Trizudha ◽  
Sri Rahayuningsih ◽  
Ana Komari
Keyword(s):  
Quality Control ◽  
Quality Improvement ◽  
Production Process ◽  
Product Quality ◽  
Six Sigma ◽  
Improve Quality ◽  
High Productivity ◽  
Fierce Competition ◽  
And Control ◽  
Technology Advances

As technology advances at this time, players in business are aware of the importance of product quality in the increasingly fierce competition in the industrial world due to the emergence of many similar companies. Therefore, companies must be able to compete to meet customer desires and try to retain customers. To maintain customers and their marketing areas, companies must have high competitiveness in order to survive by prioritizing quality improvement, increasing efficiency and increasing productivity to improve quality because by increasing quality, products can be accepted among consumers so that company goals can be fulfilled. Therefore, the company must carry out effective quality control which will result in high productivity, lower overall cost of making goods and the factors that cause production failure to be minimized. To improve quality, use the six sigma method, DMAIC and seven tools so that it can be known the cause of the damage and what actions are taken so that there needs to be a controversy to stabilize the processes of the production process so that we can know what percentage of damage and what factors cause damage, therefore there must be measurements and recommendations for improvement and control to reduce the causes From the analysis, it was found that the dent cup was 20.36%, the lid was 21.36% less dense, the lid was damaged in the finished product 18.72%, the cup was 19.28% less thick, the packaging was flexible 20.55%Seiring kemajuan teknologi pada saat ini pelaku di bisnis menyadari akan pentingnya kualitas produk dalam persaingan dunia industri yang semakin ketat karena banyak bermunculan perusahaan-perusahaan sejenis. Oleh sebab itu perusahaan harus dapat bersaing untuk memenuhi keinginan  pelanggan dan berusaha dapat mempertahankan pelanggan. Untuk mempertahankan pelangan dan wilayah pemasaranya perusahaan-perusahaan harus mempunyai daya saing yang tinggi untuk dapat bertahan dengan mengutamakan peningkatan mutu, peningkatan efisiensi dan peningkatan produktivitas untuk meningkatkan kualitas karena dengan peningkatan kualitas, produk dapat diterima di kalangan konsumen sehingga tujuan perusahaan dapat terpenuhi. Maka dari itu perusahaan harus melakukan pengendalian kualitas yang efektif akan menghasilkan produktivitas yang tinggi, biaya pembuatan barang keseluruhan yang lebih  rendah serta  faktor-faktor yang menyebabkan kegagalan produksi akan dapat ditekan sekecil mungkin. Untuk meningkatkan kualitas mengunakan metode six sigma, DMAIC dan seven tools agar dapat diketahui penyebab  kerusakan  dan  tindakan  apa  saja  yang dilakukan sehingga perlu ada kontror untuk menstabilkan  peoses proses produksi sehinga dapat di ketahui berapa persen  kerusakan dan faktor-faktor apa saja yang menyebabkan  kerusakan maka dari itu harus ada pengukuran dan  rekomendasi perbaikan serta melakukan kontrol untuk mengurangi penyebab kerusakan. Dari hasil analisis  di ketahui cup  penyok 20,36%, lid kurang  rapat  21,36%, lid  rusak  pada produk jadi 18,72%,cup kurang tebal 19,28 %kemasan lentur 20,55%

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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