Pengaruh Kualitas Produk dan Pelayanan Developer Terhadap Kepuasan Konsumen Perumahan Komersil di Kota Bengkulu

Recky Kurniawan (Universitas Ratu Samban)
Rezi Munizar (Universitas Ratu Samban)

Inventa: Journal of Science, Technology, and Innovation
Vol 2 No 1 (2026): : August: Inventa: Journal of Science, Technology, and Innovation

The rapid growth of the property sector in Bengkulu City has intensified competition among developers in meeting the increasing demand for quality housing. This study aims to examine the influence of product quality and developer service quality on customer satisfaction in commercial housing developments in Bengkulu City. A quantitative survey approach was employed involving 100 respondents selected through purposive sampling. Data were collected using questionnaires and analyzed through validity and reliability tests, multiple linear regression, t-test, F-test, and the coefficient of determination (R²). The results indicate that both product quality and developer service quality have a positive and significant effect on customer satisfaction, both partially and simultaneously. Product quality was identified as the most dominant factor influencing customer satisfaction. The proposed model explained 71% of the variance in customer satisfaction, while the remaining 29% was attributed to factors beyond the scope of the study. These findings provide practical insights for developers to improve building quality and service performance to enhance customer satisfaction and strengthen market competitiveness.