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Journal : Research Horizon

The Influence of Product Quality and After Sales Services on Customer Satisfaction in Mahir Residence Sukabumi Erry Sunarya; Maun Jamaludin
Research Horizon Vol. 2 No. 4 (2022)
Publisher : Publindo Akademika

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (406.292 KB) | DOI: 10.54518/rh.2.4.2022.489-500

Abstract

The problem found at Mahir Residence Sukabumi is the emergence of consumer dissatisfaction with the products produced by the company. The problem is thought to have occurred due to poor product quality and less than optimal after-sales service. This study aimed to determine the magnitude of the effect of product quality and after-sales service on consumer satisfaction. The research method used is a descriptive and associative method with the research design is a causality and verification type of investigation. The data analysis technique uses multiple correlation coefficients, multiple linear regression, coefficient of determination, and hypothesis testing with the F test. The most dominant variable affecting consumer satisfaction in this study is product quality. Based on the results of the study, the correlation between product quality and after-sales service was 0.437, the magnitude of the effect of product quality on consumer satisfaction was 31.9%, the magnitude of the effect of after-sales service on consumer satisfaction was 22.3%, and the magnitude of the influence of product quality and after-sales service selling to consumer satisfaction together by 43.7% while the remaining 56.3% is influenced by other factors that are not included in this study. From the results of this study, it can be seen that product quality and after-sales service can affect consumer satisfaction.
Co-Authors A Restu Maulani Abdul Hadi Ahad Amri Yusuf Acep Samsudin Agnes Dwi Pangestu Agung Vitara Darma Andi Sopiandi Andre Reymon Nirwana Ane Emigia Kusuma Anisya, Nur ARIES TINA SUYONO Asep M Ramdan Asep Muhamad Ramdan Atang Priatna Ayatullah Rosyadi Ayi Muhyidin AYU SONIA Budiarti Sawitri, Indah Cindy Suherti Suarsa Damayanti, Elok Dara Balinda Utami Nur Islam Darajat, Nazmah Pauziah Darmo H Suwiryo Dede Khaerul Rizal Delen Alifian Noviansyah Deni Muhamad Dania DENI MUHAMMAD DANIAL Denisha Sundari Ekanurrahman Devi Agustini Dewi Nur Anggraeni Dewi Nur Anggraeni, Dewi Nur Dhiniswara Prasetya Diah Laraswati Dicky Jhoansyah Dwi Sri Wahyuni Emilio Reggy Sanggra Djorghi Eneng Ferawati Fadhlirrobbi Fadhlirrobbi Fahmi Abdul Muiz Fahmi Hidayahtullah Fahmi Mauludin Faisal Rizky Sabani Faizal Mulia Z Faizal Mulia Z Faizal Mulya Farach Dhiba Helmaliana Fatimah Azzachra Fauziah Rahmawati Fuji Safitri Gelar Rialdi Pratama Gery J Pangestu Ifany Nursaumi IJANG RUSWANDI IKE RACHMAWATI Ilham Budiman Indah Budiarti Sawitri Indri Safitri Indri Safitri, Indri Irawati Handayani Jamaludin, Maun Kiki Aulia Salaswati Kokom Komariah Kokom Komariah Laela Auleani Langi Delanur Laraswati, Diah Lia Amelia Lia Amelia Lia Suliah Lutfy Moch Yusuf Luthfi Aulazia Fatahillah M Nur Alamsyah Maria Ulpah Mauludin, Fahmi Meiranti Maudi Mila Hertiana Mochamad Iqbal Pratama Muchammad Alfan Purnama Muhammad Dirham Muhammad Iksan Sopian Muhammad Madsum Abdullah Muhammad Rahmatullah, Muhammad MUHAMMAD RIPAN AWALUDDIN Munandi Saleh Nabila Salsabila Rahman Naufal Agung Ferdiana Neneng Fitri Riani Nor Norisanti Noviani Noviani Nur Anisya Nur Ilmi Octaviani Nuri Firdayanti Nurul Fitriani NURUL LEILA PIPIT FITRIANTI R Deni Muhammad Danial Rani Santika Rayhan Ar Rasyid Resa Nurmala Resti Juwita Restu, Wulan Fuji Rika Nur Rahmawati RIKY YULANDA Rima Praditya Septiani Rin Rin Riyanti Risma Melati Risnanamawati Risnanamawati Rivaldi Muslim Ruswandi Rohilah Rohilah Rossy Rosmalia Sutarya Rosyadi, Ayatullah Santika, Rani Sarah Nurlaeli Tanzil Savitri Savitri Seira Aryatilandi Silmia Silmia Silmia, Silmia Siska Mardiana Siti Dwi Ayuningsih Siti Nuraminah Siti Nurleni Siti Resna Wulandari S Sofia Maulida Sopyan Saori Sri Tania Nurhasanah Suwendi Suwendi Tuah Nur Wulan Fuji Restu Wulan Puspitasari Yogi Lesmana Zahra Syahmia Haidar