CUSTOMER SATISFACTION IN VIEW OF BRAND IMAGE, SERVICE QUALITY AND PRODUCT QUALITY (Study on Consumers of PT. Matahari Department Store Solo Grand Mall)

Hadistya Nanda Nugraheni (Faculty Of Economics Management Study Program Islamic University Of Batik Surakarta)
Bambang Mursito (Faculty Of Economics Management Study Program Islamic University Of Batik Surakarta)
Ibnu Suryo (Faculty Of Economics Management Study Program Islamic University Of Batik Surakarta)

Jurnal Ilmiah Edunomika (JIE)
Vol 7, No 2 (2023): EDUNOMIKA

This study (conducted at PT. Matahari Department Store Solo Grand Mall) attempts to identify and evaluate the impact of brand image, service quality, and product quality on consumer satisfaction. This study was conducted in the Solo Grand Mall's PT. Matahari Department Store. The quantitative descriptive methodology is used in this investigation. This study took four months to complete. This study's demographic consisted of all PT. Matahari Department Store Solo Grand Mall customers. The study's sample size was 100 respondents. This study employs incidental sampling / accidental sampling, and the analysis technique employs multiple linear regression analysis techniques. The findings demonstrated that at PT. Matahari Department Store Solo Grand Mall, brand image, service quality, and product quality had a favorable and significant impact on customer satisfaction. According to test results of the coefficient of determination of brand image, customer satisfaction at PT. Matahari Department Store Solo Grand Mall is influenced by product and service quality with a variable in the model of 69.2%, while the remaining variable of 30.8% is influenced by other variables not considered in this study. Keywords: Brand Image, Service Quality, Product Quality, Customer Satisfaction