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All Journal Jurnal Nirta: Studi Inovasi
Arief Darmawansyah
Universitas Budi Luhur
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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Pengaruh Kualitas Pelayanan, Kualitas Produk dan Pemasaran Relasional Terhadap Kepuasan Pelanggan Pada PT Diandra Karya Mandiri Arief Darmawansyah; Ravindra Safitra Hidayat; Eryco Muhdaliha; Rina Ayu Vildayanti
Jurnal Nirta : Inovasi Multidisiplin Vol 6 No 1 (2026): Jurnal Nirta : Studi Inovasi
Publisher : Nirta Learning Centre

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61412/jnsi.v6i1.485

Abstract

This study aims to examine the influence of service quality, product quality, and relationship marketing on customer satisfaction at PT Diandra Karya Mandiri. The research was conducted on customers of PT Diandra Karya Mandiri. This study employed a quantitative research method using a non-probability sampling technique, specifically purposive sampling. The sample size was determined using the Lemeshow formula, resulting in a total of 100 respondents. Data were collected through questionnaires using a Likert scale and were processed using Microsoft Excel 2019 and SPSS version 25. The data analysis included validity testing, reliability testing, normality testing, heteroscedasticity testing, partial t-test, and coefficient of determination test. The research instruments were analyzed using the significance test of the correlation coefficient and Cronbach’s Alpha reliability test in SPSS. Multiple linear regression analysis was employed as the data analysis method.The results of this study indicate that the Service Quality variable (X1) has a positive and significant effect on Customer Satisfaction, the Product Quality variable (X2) has a positive and significant effect on Customer Satisfaction, and the Relationship Marketing variable (X3) has a positive and significant effect on Customer Satisfaction.
Co-Authors Eryco Muhdaliha Hidayat, Ravindra Safitra Vildayanti, Rina Ayu