THE INFLUENCE OF PRODUCT QUALITY ON CUSTOMER

SATISFACTION
(CASE STUDY AT PT DISMA PERMATA SEJAHTERA )

By :
Izul Maghfiroh
220.02.006
​
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INTRODUCTION

Assalamualaikum Warohmatullahi Wabarokatuh

The honorable Chairman of the Board of Examiners,
Dr. Darmin Dafid, S.Si., M.Sc., and the Board of
Examiners,
Dani Ratna Damayanti SE, MM
Sapta Maryati,S.So.,M.I.Kom
It is an honor for me to be able to present and defend this script proposal in front of the board of examiners of STIE Trianandra Jakarta. My Proposal Script Title:
The Influence Of Product Quality On Customer Satisfaction
(Case Study At Pt Disma Permata Sejahtera )
Background Of Problem

Based on the background description above,

problem identification can be taken from this
research as follows:
1.The low quality of the products offered
2.Lack of responsiveness in handling
complaints,
3.The high price of products sold,
4.Lack of precise distribution channel
strategy.
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Limitation of the Problem

The many limitations that researchers have,

the researchers limit them in terms of time,
cost and effort and to be more focused in
this research study, this research is limited
only to Customer Satisfaction (Y) in terms
of Product Quality (X) aspects.
Problem Formulation

How does Product Quality affect

On Customer Satisfaction?
Theory Description

 Customer satisfaction is a person's feeling of

satisfaction or disappointment with an item or
service after the acquisition and use meet
expectations.
 Product quality is a combination of good service,
attractive physical goods with appropriate features
attached to the product, it meets or exceeds
customer expectations.
Framework Of Thinking
 The theoretical framework presented above explains that the
researcher wants to examine the effect of product quality on
customer satisfaction. In this case the researcher will use the
ex post facto quantitative research method, and in this study
the researcher will distribute questionnaires to Disma Fresh
customers. And customer satisfaction is measured by the
following indicators: Loyalty, repeated purchases, giving
references, not fanatical about brands, prices.
 Meanwhile, product quality is measured by the following
indicators: features, suitability, aesthetics, reliability. The
population in this study were all Disma Fresh customers. The
sample is determined using the nonprobability sample
method, namely the purposive sample method.
Research Methodology
1. This study researchers used ex-post facto.
2. This study aims to determine the influence product
quality toward customer satisfaction.
3. This research is planned to be carried out at PT. Disma
Permata Sejahtera,
4. Research data will be collected for approximately 4
months from July to October 2023.
5. the sample of the research is regular customers of PT.
Dismas Permata Sejahtera
DATA ANALYSIS TECHNIQUE

 The data collected from the respondents were

then analyzed using descriptive statistical
techniques and inferential statistics. Descriptive
statistics are used to present data for each
research variable, namely, product quality and
customer satisfaction.
 while inferential statistics are used to test the
research hypothesis.
 Thank You
For Your Kind Attention