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All Journal Akademika : Jurnal Manajemen, Akuntansi, dan Bisnis
MIRSA NURIA HARDIMAS
Sekolah Tinggi Ilmu Ekonomi Indonesia Malang
Economics, Econometrics & Finance Education

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PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN MIRSA NURIA HARDIMAS; SOEHARTATIEK -
Jurnal Akademika Vol 20, No 2 (2022): Agustus 2022
Publisher : STIE Indonesia Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51881/jam.v20i2.259

Abstract

This study aims to determine and analyze: 1) the effect of product quality on customer satisfaction, 2) the effect of service quality on customer satisfaction, and 3) the effect of product and service quality together on customer satisfaction. The sampling method used is a saturated sampling technique (census), which means that the number of samples is the same as the total population, namely 61 respondents. The analysis used to determine or measure the relationship between the independent variable and the dependent variable is to use multiple linear regression analysis. The results showed: a) product quality has a significant effect on customer satisfaction, b) service quality has a significant effect on customer satisfaction, and c) product quality and service quality simultaneously have a significant effect on customer satisfaction.Keywords: product quality, service quality, customer satisfaction
PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN MIRSA NURIA HARDIMAS; SOEHARTATIEK
AKADEMIKA Vol. 20 No. 2 (2022): Agustus 2022
Publisher : Pusat Publikasi dan Penerbitan Karya Ilmiah STIE Indonesia Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51881/jak.v20i2.23

Abstract

This study aims to determine and analyze: 1) the effect of product quality on customer satisfaction, 2) the effect of service quality on customer satisfaction, and 3) the effect of product and service quality together on customer satisfaction. The sampling method used is a saturated sampling technique (census), which means that the number of samples is the same as the total population, namely 61 respondents. The analysis used to determine or measure the relationship between the independent variable and the dependent variable is to use multiple linear regression analysis. The results showed: a) product quality has a significant effect on customer satisfaction, b) service quality has a significant effect on customer satisfaction, and c) product quality and service quality simultaneously have a significant effect on customer satisfaction.
Co-Authors SOEHARTATIEK SOEHARTATIEK -