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Riken, Adriano Dadikus
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus pada SHOWROOM Daeng Dirgo) Riken, Adriano Dadikus; Rangga, Yoseph Darius Purnama; Transilvanus, Viktor Eko
PPIMAN Pusat Publikasi Ilmu Manajemen Vol. 4 No. 3 (2026): Juli: Pusat Publikasi Ilmu Manajemen
Publisher : Fakultas Ekonomi & Bisnis, Univ

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/ppiman.v4i3.1530

Abstract

This study aims to determine the influence of product quality and service quality on customer satisfaction at Daeng Dirgo Showroom. This research employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to customers of Daeng Dirgo Showroom and analyzed using multiple linear regression, partial t-test, simultaneous F-test, and coefficient of determination. The findings show that product quality obtained a score of 74.69 and was categorized as good, service quality obtained a score of 74.94 and was categorized as good, while customer satisfaction obtained a score of 70.81 and was categorized as good. Partially, product quality has a significant effect on customer satisfaction, while service quality does not have a significant effect. Simultaneously, product quality and service quality have a significant effect on customer satisfaction. The coefficient of determination indicates that product quality and service quality contribute 42.2% to customer satisfaction, while the remaining 57.8% is influenced by other factors outside the variables studied. These findings indicate that improving product quality is important in increasing customer satisfaction at Daeng Dirgo Showroom.
Co-Authors Rangga, Yoseph Darius Purnama Transilvanus, Viktor Eko