I.
Introduction
Every living thing needs food. Eating is
one of the activities required for energy charging and some even make dining as
his favorite hobby. In every activity, ranging from mild to severe events,
definitely need energy to do so. Eat also has a pattern that is determined to
meet our nutrition and health for which we know as the 4 Sehat 5 Sempurna. Need
for food, make a lot of the emergence of a variety of delicious foods, and
diverse. Anywhere, we can find a variety of food, including at the centers. In
each center, which became a place to move, for sure we will see places that
sell, selling a variety of foods as energy intake per person. So well in
school, college, office and also has many special places that sell food.
One form of food preferred by all people
is bread. Bread is a mainstay snack for those who need a booster foods when
hungry stomach. Because the main ingredient containing carbohydrates and taste
delicious, the bread is always a top choice. So many emerging products
processed bread and home-based factories competing for the trust and indulgent
bread enthusiasts demand. With different kinds of bread are created, as well as
with a variety of flavors, and innovations are constantly being developed, the
manufacturers are required to maximize the quality of bread. Therefore, each
manufacturer must provide the best service in presenting their flagship product
to fit customer expectations because as one proof of the success of merchants
to bring in customers, and become loyal customers.
Development of food businesses in the form
of bread also increase the level of supply in each region. Central
Bogor is one area that many of the people every day is a
connoisseur of bread. They chose bread as the choice of food for breakfast in the
morning when they do not have time for breakfast, some are choosing bread as a
snack or a late afternoon Benefits of Sleep while waiting or simply to block
the stomach because it tastes good addition, they would also choose the best
quality food for their consumption. Based on the above background, the authors
are interested in researching on "ANALYSIS OF CUSTOMER SATISFACTION IN
QUALITY PRODUCTS ROTI SARI ROTI."
1.2 Formulation and Limitations
In
scientific writing, the writer can identify the problem, whether there is a significant
effect of the variable quality such as price, taste, portion, and packaging to
consumer satisfaction Roti Sari Roti? To limit the scope of the problem under
study, the authors conducted a study only to consumers who are in the Central Bogor randomly distributing questionnaires to 100
respondents.
1.3. Research Objectives
The purpose of the study refers
to the formulation of the above problem is to determine whether there is a
significant effect of the variable quality / quality (price, taste, portion,
and packaging) to consumer satisfaction Roti Sari Roti.
1.4.
benefits of Research
1.4.1. Academic benefits
In the above subject, the authors expect that the issues that have been formulated to provide benefits both in education and academia.
1.4.2. Practical benefits
For the company in order to be used as a benchmark in evaluating and improving and enhancing the quality of Sari Roti bread products.
1.5. Research Methodology
1.5.1. object Research
Scientific research object in writing is Roti Sari Roti is bread products produced by PT. Nippon Indosari Corpindo Tbk
1.5.2. Research Data / Variable
In
compiling the
writer get the data and information using primary data, ie data obtained directly by distributing questionnaires to the respondents.
1.5.3. Data Collection Method
In the writer collect and process the data obtained with the method:
A. Field studies (field research)
A. Field studies (field research)
Author to collect data directly into the field is to distribute a list of questions to 100 respondents / consumers Sari Roti bread in Central Bogor in various public places crowded with people, so there can also be found many stalls available, up to a mini-Sari Roti bread brands provide.
B. Studies Library (library research)
Collecting
data obtained from books, lecture notes, and the data associated with scientific writing.
1.5.4. Hypothesis
In scientific writing, the author concludes that the hypothesis will be proven :
Ho: Consumers are not satisfied with the product Roti Sari Roti
Ho: Consumers are not satisfied with the product Roti Sari Roti
Ha: Consumers are satisfied with the product Roti Sari Roti
1.5.5.
Analytical Techniques
Likert Summated
Rating (LSR) is a method of measuring attitude (attitude) which is widely used
in social research because of its simplicity LSR very useful to compare the
scores of each person with the scale and distribution of other groups of
people, and to see the development or change of attitude after the experiment
or event. Tests were designed to allow respondents to answer in a variety of
levels on each item describing the services or products. By giving values to each item is very
good response given weight 5, means customers are very satisfied, good answer
given weight 4, means customers are satisfied, fairly good response is weighted
3, means customers are quite satisfied, unfavorable response given weight 2,
meaning customers less satisfied, are not well enforced Answer weights 1, means
customers are not satisfied.
II . Discussions
2.1 Data and Research
Object Profiles
In scientific
research object taken is PT. Nippon Indosari Corpindo Tbk or commonly known to
the general public that Roti Sari Roti which was founded in 1995. Stands as a
Foreign Investment Company under the name of PT. Nippon Indosari Corporation.
Commercial operations with a factory in Block W, Jababeka industrial area,
Cikarang, West Java, with two lines of
machines and produces bread with brands: Sari Roti. In 2001, PT. Nippon
Indosari Corporation plant to increase production capacity in Block W by 100%
by adding two lines to the engine type of bread and sweet bread types. In 2005, the company
opened a second factory in the industrial area of Pasuruan, East Java,
by installing two lines of machines, in order to penetrate the market to East
Java and Bali. In 2008, the company opened a
third plant with two lines of machines in Block U, Jababeka industrial area,
Cikarang, West Java, in order to meet
increasing market demand.
In 2010 initial
public offering took place on June 28, 2010 at the Indonesian Stock Exchange.
In 2011 the company opened an additional three factories in Semarang,
Central Java, Medan-North Sumatra and West
Java Cibitung.
In the course of its production PT. Nippon Indosari Corpindo Tbk has the vision to be the largest bakery company in Indonesia to produce and distribute high quality products at affordable prices to the people of Indonesia. And also has a mission to help improve the quality of life of the Indonesian people by producing and distributing high-quality food, healthy, kosher, and safe for customers.
In the course of its production PT. Nippon Indosari Corpindo Tbk has the vision to be the largest bakery company in Indonesia to produce and distribute high quality products at affordable prices to the people of Indonesia. And also has a mission to help improve the quality of life of the Indonesian people by producing and distributing high-quality food, healthy, kosher, and safe for customers.
In implementing the
vision and mission, PT. Nippon Indosari Corpindo Tbk has defined quality
assurance to its customers that is committed to providing high quality
products, healthy, clean, and safe for consumption through the implementation
of Good Manufacturing Practice, Sanitation Standard Operating Procedures,
Hazard Analysis and Critical Control Point, and so the Halal Assurance System
can provide customer satisfaction on the company's products. And foster an
active and positive participation of all employees in order to maintain,
develop, and improve the quality of work in a sustainable manner.
2.2. Research and Analysis
After collecting the required data, here will describe the results obtained from the 100 respondents / consumers to know their assessment of Roti Sari Roti as one of the famous brand of bread in the community. The selection of characteristics in this study were gender and age. Characteristics of the
respondents after the randomized study area Central Bogor is 29% men and 71% women with an average age of respondents ranged from less than 19 years old the other is 12 respondents (12%), between 20 and 30 years were 65 respondents (65%), and more than 30 years were 23 respondents (9%).
2.2.1. Data Results
Distributing questionnaires to 100 respondents carried out is done to determine how the level of customer satisfaction with products Roti Sari Roti. Process of assessment, collection, and calculation of data from the distribution of
questionnaires carried out by assuming random sampling in Central Bogor area. Form of the question is closed, the answer to the question has been determined. Questionnaire data on consumers can be based on 100 respondents Roti Sari Roti.
Here is the data that has been acquired during the research.
A. Price
1. Roti Sari Roti Price Match With Consumer Desire
Based on the results of the above
survey, consumers Roti Sari Roti in Central Bogor
feel agree to the price offered by the manufacturer Roti Sari Roti. from the
100 respondents, there were 37 respondents who expressed a agree with a percentage of 37%. 35 respondents feel
neutral/ normal. 25 respondents feel disagree. 3 respondents feel strongly
agree, and no one feel strongly disagree.
2. Roti Sari Roti Offering Variety of Options Price
Based on survey results,
consumers Roti Sari Roti in Central Bogor feel
agree to a wide selection of prices offered by the manufacturer Roti Sari Roti.
From the 100 respondents, there were 55 respondents who had agreed with a
percentage of 55%. 20 respondents feel neutral/ normal. 10 respondents feel
disagree. 15 respondents feel strongly agree, and no one feel strongly
disagree.
3. Roti Sari Roti Gives Price Match With its Quality
Based on survey results,
consumers Roti Sari Roti in Central Bogor feel
neutral / indifferent to the price offered by the manufacturer Roti Sari Roti
according to its quality. From the 100 respondents, there were 39 respondents
who expressed a neutral / normal with a percentage of 39%. 39 respondents feel
neutral/ normal. 5 respondents feel disagree. 21 respondents feel strongly
agree, and no one feel strongly disagree.
4. Roti Sari Roti Has a Competitive Price
Based on survey results,
consumers Roti Sari Roti, in the region of Central Bogor
feel neutral / casual with competitive prices offered by the manufacturer Roti
Sari Roti. From the 100 respondents, there were 50 respondents who expressed
neutral / normal with a percentage of 50%. 40 respondents feel agree. 25
respondents feel disagree. 4 respondents feel strongly agree, and no one feel
strongly disagree.
5. Offered price Suitable In many circles
Based on survey results,
consumers Roti Sari Roti, in the region of Central Bogor
feel neutral / normal to the prices offered by the manufacturer Roti Sari Roti
fit in various circles. From the 100 respondents, 45 respondents expressed a
neutral / normal with a percentage of 45%. 41 respondents feel agree. 10 respondents
feel disagree. 4 respondents feel strongly agree, and no one feel strongly
disagree.
B. Sense
1. Roti Sari Roti Has Taste Variation to Satisfy Consumers
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel agree to sense variations offered by
the manufacturer Roti Sari Roti. From
the 100 respondents, there were
70 respondents who had agreed with
a percentage of 70%. 9 respondents feel neutral/ normal. 5 respondents feel
disagree. 16 respondents feel strongly agree, and no one feel strongly
disagree.
2. Believe In Quality
Cast taste Roti
Sari Roti
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed to
taste the quality offered by the manufacturer Roti Sari Roti. From the 100 respondents, there were 49 respondents who
manyatakan agree with
a percentage of 49%. 18 respondents feel neutral/ normal. 3 respondents
feel disagree. 30 respondents feel strongly agree, and no one feel strongly
disagree.
3. Presented taste Roti Sari Roti Never Disappointing Consumers
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel agree to flavor presented by Roti Sari
Roti producers never disappoints.
From 100 respondents, there were 43 respondents who had agreed with a percentage of 43%. 39 respondents feel neutral/
normal. 9 respondents feel disagree. 9 respondents feel strongly agree, and no
one feel strongly disagree.
4. Roti Sari Roti Chick sense of Materials Options
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel agree to flavor offered by the manufacturer Roti Sari Roti created from
the material of choice. From the 100 respondents, there were 51 respondents who had agreed with a percentage of 51%. 37 respondents feel neutral/
normal. 6 respondents feel disagree. 6 respondents feel strongly agree, and no
one feel strongly disagree.
5. Roti Sari Roti taste Make Offer
I want to Buy it
Back
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel agree to flavor offered by Sari Roti bread manufacturers
make consumers want
to buy it back. From the 100 respondents, there were 35 respondents who had agreed
with a percentage of 35%. 21 respondents feel neutral/
normal. 14 respondents feel disagree. 30 respondents feel strongly agree, and
no one feel strongly disagree.
C. Portion
1. Offering a range of Sari Roti bread Portion Sizes
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that
the Roti Sari Roti offers a
variety of portion sizes. From the 100 respondents, there were 50 respondents
who had agreed with a percentage of 50%. 30
respondents feel neutral/ normal. 10 respondents feel disagree. 10 respondents
feel strongly agree, and no one feel strongly disagree.
2. Roti Sari Roti portion Offer Make Me Interested to Buy it
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel neutral /
normal that portion
Roti Sari Roti make consumers want to buy.
From the 100 respondents, there were 40 respondents who expressed a neutral
/ normal with a
percentage of 40%. 20 respondents feel agree. 27 respondents feel
disagree. 9 respondents feel strongly agree, and 4 feel strongly disagree.
3. Roti Sari Roti portion Offer Suitable for snacks or main food
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that a
portion of Roti Sari Roti perfect for a snack or
a main meal. From the 100 respondents, there were 68 respondents who had agreed with a percentage of 68%. 16 respondents feel neutral/
normal. 3 respondents feel disagree. 13 respondents feel strongly agree, and no
one feel strongly disagree.
4. Offered portion Roti Sari Roti Suitable for Anytime
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that a
portion of Roti Sari Roti suitable for anytime. From
the 100 respondents, there were
55 respondents who had agreed with a percentage of 55%. 31 respondents feel neutral/
normal. 7 respondents feel disagree. 7 respondents feel strongly agree, and no
one feel strongly disagree.
5. Offered portion Roti Sari Roti Suitable for Anyone
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that a
portion of Roti Sari Roti is suitable for anyone. From the 100 respondents, 52 respondents who had agreed
with a percentage of 52%. 30 respondents feel neutral/
normal. 3 respondents feel disagree. 15 respondents feel strongly agree, and no
one feel strongly disagree.
D.Packaging
1. Roti Sari Roti Packed with Great
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that
the Sari Roti bread is packed with
very interesting. From the 100 respondents, there were 55 respondents
who had agreed with a percentage of 55%. 20
respondents feel neutral/ normal. 4 respondents feel disagree. 21 respondents
feel strongly agree, and no one feel strongly disagree.
2. Packaging Roti Sari Roti Made with Environmentally Friendly Materials
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel disagree that
the Sari Roti bread is packed with
environmentally friendly materials. From
the 100 respondents, there were
49 respondents who did not agree with a
percentage of 49%. 39 respondents feel neutral/ normal. 8 respondents
feel agree. Null respondents feel strongly agree, and 4 feel strongly disagree.
3. Roti Sari Roti Packaging Made from quality material
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
feel neutral /
normal that Roti
Sari Roti packed from quality materials. From the 100 respondents, there were 54 respondents who
expressed a neutral / normal with a
percentage of 54%. 27 respondents feel agree. 11 respondents feel
disagree. 8 respondents feel strongly agree, and no one feel strongly disagree.
4. Roti Sari Roti Easy Packaging Recognized
By Consumers
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that
packaging Roti Sari Roti known by consumers. From
the 100 respondents, there were
63 respondents who had agreed with a percentage of 63%. 11 respondents feel neutral/
normal. 1 respondents feel disagree. 25 respondents feel strongly agree, and no
one feel strongly disagree.
5. Packaging Roti Sari Roti Wants to
Make a Great Buy it Back
Based on survey results, consumers Roti Sari Roti, in the region of Central Bogor
was agreed that
the packaging is attractive Roti Sari Roti makes consumers want to
buy again. From the 100 respondents, there were 49 respondents who had agreed with a percentage of 49%. 24 respondents feel neutral/
normal. 14 respondents feel disagree. 13 respondents feel strongly agree, and
no one feel strongly disagree.
2.2.2. Hypothesis Testing Consumer Satisfaction
Levels
The Consumer are male
respondents were 29 people
or 29%, and female
respondents were 71 people
or 71%. After
obtaining these data it can be
seen that more female respondents than male respondents. That respondents
aged <19 years
as many as 12 people
or 12%, of respondents
were aged between
20-30 years as many as 65 people or 65%, and respondents
aged> 30 years as many as
23 people or 23%.
Based on the above table can be raised or drawn the conclusion that the average consumer respondents Roti Sari Roti in Central Bogor area of data that can be seen from the above that the majority aged between 20-30 years.
Based on the above table can be raised or drawn the conclusion that the average consumer respondents Roti Sari Roti in Central Bogor area of data that can be seen from the above that the majority aged between 20-30 years.
2.2.3. hypothesis testing
Ho: Consumers are not satisfied with the product Roti Sari Roti
Ha: Consumers are satisfied with the product
Roti Sari Roti
Consumer Satisfaction Levels table Roti Sari
Roti
|
Respondents
Responses
|
Levels of
Satisfaction
|
Total Point
(Weight)
|
|||||
|
Very Satisfied
|
Satisfied
|
Netral
|
Less
|
Dissatisfied
|
|||
|
Price
|
1
|
3
|
37
|
35
|
25
|
0
|
n1=318
|
|
2
|
15
|
55
|
20
|
10
|
0
|
n2=375
|
|
|
3
|
21
|
35
|
39
|
5
|
0
|
n3=372
|
|
|
4
|
6
|
40
|
50
|
4
|
0
|
n4=348
|
|
|
5
|
4
|
41
|
45
|
10
|
0
|
n5=339
|
|
|
Taste
|
1
|
16
|
70
|
9
|
5
|
0
|
n6=397
|
|
2
|
30
|
49
|
18
|
3
|
0
|
n7=406
|
|
|
3
|
9
|
43
|
39
|
9
|
0
|
n8=352
|
|
|
4
|
6
|
51
|
37
|
6
|
0
|
n9=357
|
|
|
5
|
30
|
35
|
21
|
14
|
0
|
n10=381
|
|
|
Portion
|
1
|
10
|
50
|
30
|
10
|
0
|
n11=360
|
|
2
|
9
|
20
|
40
|
27
|
4
|
n12=303
|
|
|
3
|
13
|
68
|
16
|
3
|
0
|
n13=391
|
|
|
4
|
7
|
55
|
31
|
7
|
0
|
n14=362
|
|
|
5
|
15
|
52
|
30
|
3
|
0
|
n15=379
|
|
|
Packaging
|
1
|
21
|
55
|
20
|
4
|
0
|
n16=393
|
|
2
|
0
|
8
|
39
|
49
|
4
|
n17=251
|
|
|
3
|
8
|
27
|
54
|
11
|
0
|
n18=332
|
|
|
4
|
25
|
63
|
11
|
1
|
0
|
n19=412
|
|
|
5
|
13
|
49
|
24
|
14
|
0
|
n20=361
|
|
|
Total
|
261
|
903
|
608
|
220
|
8
|
7189
|
|
Note : 307 =
[(3 x 5) + (37 x 4) + (35 x 3) + (25 x 2) + (0 x 1)]
= [(15) + (128) + (105) + (50) + (0)]
After got the results of the score of each
question, below is the average value, Q1,
Q2, Q3, Minimum
Value and Maximum
Value:
|
Total score for each respondent
|
Total score for all respondents
|
|
Max =
5 x 20
= 100
|
Max =
100 x 100
= 10.000
|
|
Min = 1
x 20 =
20
|
Min =
100 x 20
= 2000
|
|
Median =
3 x 20
= 60
|
Median =
100 x 60
= 6000
|
|
Kuartil 1 =
2 x 20
= 40
|
Kuartil 1 =
100 x 40
= 4000
|
|
Kuartil 3 =
4 x 20
= 80
|
Kuartil 3 =
100 x 80 =
8000
|
Note :
7189 ( the score )
2000 4000 6000 8000 10000
 |
Minimal Q1 Median (Q2) Q3 Maximal
Median (Q2)< Score <Q3
III. Conclusion
It can be concluded that based on the above research
can be seen that the variable quality / qualities
that include price, taste, portion, and
packaging can significantly
affect customer satisfaction. Obtained
Likert scale of computation that consumer
satisfaction program satisfied
with average results 7189 who get Median
(Q2) <Score <Q3. Therefore, concluded
that the quality can
influence customer satisfaction Sari
Roti Roti.
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