PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN
| Main Authors: | Retna, Dewi Wulan, Sulistiono, Angga |
|---|---|
| Other Authors: | LPPM STIE Kesatuan |
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
STIE Kesatuan
, 2016
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| Subjects: | |
| Online Access: |
http://jurnal.stiekesatuan.ac.id/index.php/jimk/article/view/461 http://jurnal.stiekesatuan.ac.id/index.php/jimk/article/view/461/1045 |
Daftar Isi:
- In the free trading era, many companies are met with increasing consumer demands. Companies must provide service excellence to satisfy customers. The service quality has a closed relationship with the customer satisfaction. PDAM Tirta Pakuan Kota Bogor, as a public service company, develops the products and services quality. The companies’ strategies are providing a good foundation for business continuity, encourage the creation of customer satisfaction, establish recommendations through word of mouth. The purpose of this study is to examine the effect of product quality and service quality on customer satisfaction.The results showed that the regression equation of product quality and service quality on customer satisfaction is: Y = 7.054 + 0.164 X1 + 0.468 X2. It means that all the independent variables has a positive effect on customer satisfaction. The hypothesis test of partial variable product quality and service quality showed significantly, because all the significant value under 0.05. Product quality has significantly positive effect on customer satisfaction. The result of simultaneous hypothesis testing are rejecting H0 and accepting H1. So it can be concluded that the product quality (X1) and service quality (X2) simultaneously influence the customer satisfaction variable. Based on the result study, The Product Quality and Service Quality are the important components to be increased by PDAM Tirta Pakuan Kota Bogor. Keywords: quality products, quality service, customer satisfaction