PENGARUH KUALITAS PELAYANAN, DESAIN, DAN HARGA TERHADAP KEPUASAN PELANGGAN YANG BERDAMPAK PADA PENINGKATAN PENJUALAN DI PERCETAKAN Teaching Factory Gradasi Semarang

Abstract

This study aimed to determine the effect of service quality, design and price to customer satisfaction that have an impact on increasing sales in the printing Teaching Factory Gradient Semarang. The respondents of this study amounted to 55 employees in Teaching Factory Gradient Semarang. The sampling technique used was questionnaires and interviews. The method used in this research is the method of the Census, where the analysis using SPSS version 20.0. Based on the calculation results show that the variables of service quality, design and price to customer satisfaction impacting the increase in sales is significant. Adjusted R square step 1 (0.944) indicates that 94.4 percent of the variance of customer satisfaction is explained by the independent variable in the regression equation. While 5.6 percent is explained by other variables not examined in this study and Adjusted R square step 2 (0.828) shows that 8.28 percent of the variance explained by the increase in sales is an independent variable in the regression equation. While 17.2 percent were explained by other variables not examined in the study. Keywords: influence of service quality, design, price, satisfaction, increasing sales.