ANALYSIS INFLUENCE OF SERVICE QUALITY TOWARD PURCHASING OPERATION OF PT.SCHOTT IGAR GLASS (A CASE STUDY OF PT. SCHOTT IGAR GLASS)

Abstract

This study aims to determine the influence of service quality towards purchasing operation at PT. Schott Igar Glass. The independent variables that represent the service quality are responsiveness, reliability, and tangibles, while the purchasing operation as the dependent variable.The population in this study is the employees of PT.SchottIgar Glass that involved in purchasing operation. Samples were taken of 55 respondents using a purposive sampling technique, which categorized as non-probability sampling. Data was collected using a survey method through questionnaires filled out by the employees. The questionnaire is using Likert Scale as its tools to measure the degree of agreement from the respondents. The data are processed through quantitative analysis. Then, the data obtained were analyzed using multiple regression analysis. This analysis includes the validity test, reliability test, multiple regression analysis, classic assumption test, hypothesis testing through the F test and t test, and coefficient of determination analysis (R²).The result of this research shows that Responsiveness has not a positive effect on Purchasing Operation of PT. Schott Igar Glass, and the most dominant variable is Reliability. Results of the analysis found that three of Service Quality variables being measured in this research have significant influence towards Purchasing Operation. The researcher‟s recommendation is, PT. Schott Igar Glass should more concern in Responsiveness of the Supplier, since it has negative value however this factor proven as a factor that influence the purchasing operation.