Ananto, Rachel Zachra Diva (2026) Pengaruh Kualitas Pekerjaan Instalasi Sistem Pendingin terhadap Kepuasan Pelanggan Dimediasi Variabel Persepsi Kinerja Operasional pada Perusahaan Kontraktor Pendingin PT. United Refrigeration. Sarjana (S1) thesis, Universitas Muhammadiyah Indonesia.
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Abstract
This study aims to check out how the quality of cooling system installation work affects customer satisfaction via how people see operational performance at PT. United Refrigeration. The research focuses on looking at the direct impact of installation work quality on operational performance perception and customer satisfaction, plus checking out the role of operational performance perception as a middleman variable.
We used a quantitative approach with a survey method. Primary data came from sending questionnaires to 50 PT. United Refrigeration customers chosen via purposive sampling. Data was analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) with the SmartPLS 4 app.
The research results show that the Quality of Cooling System Installation Work has a positive and significant effect on Operational Performance Perception as well as Customer Satisfaction. On the other hand, Operational Performance Perception does not have a significant effect on Customer Satisfaction and is unable to mediate the relationship between the Quality of Cooling System Installation Work and Customer Satisfaction. These findings indicate that customer satisfaction is more directly influenced by the perceived quality of the installation work. Therefore, PT. United Refrigeration needs to improve the consistency of installation quality, strengthen quality control, and optimize project execution coordination to sustainably increase customer satisfaction.
| Item Type: | Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1)) |
|---|---|
| Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi: | Contribution Contributors / Dosen Pembimbing NIDN UNSPECIFIED Mulyanti, Kurniawati 0411046701 |
| Keywords / Kata Kunci: | Quality of Cooling Operational Installation Work, Operational Performance Perception, Customer Satisfaction |
| Subjects: | Manajemen Operasional |
| Faculty: | Fakultas Ekonomi > Manajemen S1 |
| Depositing User: | Ms. Rachel Zachra |
| Date Deposited: | 30 Oct 2026 02:52 |
| Last Modified: | 30 Oct 2026 02:52 |
| URI: | http://repository.umindonesia.ac.id/id/eprint/11146 |
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