The Effect of Price and Service Quality on Indomaret's Customer Satisfaction (Study On Student Of Feb Unmer Malang 2020-2021)

Putra, Rusdy Adi (2024) The Effect of Price and Service Quality on Indomaret's Customer Satisfaction (Study On Student Of Feb Unmer Malang 2020-2021). Undergraduate thesis, Fakultas Ekonomi dan Bisnis Universitas Merdeka Malang.

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Abstract

In the globalization era, companies must enhance service quality to meet customer needs and desires. Indomaret, managed by PT Indomarco Prismatama, began its franchise in 1997, offering a variety of daily essentials. Customer satisfaction is crucial, influenced by service quality and price. Satisfaction arises when services meet or exceed expectations. Quality involves tangibles, empathy, responsiveness, reliability, and assurance. Indomaret aims to provide excellent service to ensure customer satisfaction. This research explores "The Influence of Price and Service Quality on Indomaret Customer Satisfaction". Price and service quality simultaneously have a significant effect on customer satisfaction. Price and service quality partialy have a significant effect on customer satisfaction. Service quality variable has a dominant influence on customer satisfaction Future research should include new variables to understand factors beyond price and service quality affecting consumer satisfaction. Findings show price negatively impacts satisfaction among University of Merdeka Malang''s Economics and Business students (2020-2021), suggesting Indomaret should improve pricing quality. Service quality has a positive, dominant influence on satisfaction, indicating Indomaret should enhance service quality.

Item Type:	Thesis (Undergraduate)
Additional Information:	Rusdy Adi Putra NIM : 19022000157
Uncontrolled Keywords:	Price, Service Quality, Customer Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User:	nata Natassa Auditasi
Date Deposited:	15 May 2025 04:37
Last Modified:	15 May 2025 04:37
URI:	https://eprints.unmer.ac.id/id/eprint/5233

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