PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (SURVEY PADA SALAH SATU PENYEDIA JASA INTERNET DI KOTA BANDUNG)
| Main Authors: | Riyani, Dessy , Larashati, Irena, Juhana, Dudung |
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| Format: | Article info application/pdf eJournal |
| Bahasa: | ind |
| Terbitan: |
Pusat Penelitian Dan Pengabdian Masyarakat (P3M) STIE Pasundan Bandung
, 2023
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| Subjects: | |
| Online Access: |
https://jurnal.stiepas.ac.id/index.php/bistek/article/view/233 https://jurnal.stiepas.ac.id/index.php/bistek/article/view/233/225 https://jurnal.stiepas.ac.id/index.php/bistek/article/view/233/230 |
Daftar Isi:
- The results of this study were carried out to know the effect of price and service quality on customer satisfaction. The study used a survey approach to internet service customers as many as 100 people in the city of Bandung. Based on research using path analysis, it appears that the price variable has a direct influence of 14.7%. The indirect effect through the service quality variable is 13.1%, the total effect is 27.9%. On the other hand, service quality variables directly influence 32.1%. The indirect effect through the variable price is 13.1%, the total effect is 45.2%. The coefficient of determination (R-square) relationship expressed in the percentage of the contribution of all independent variables price and service quality in determining customer satisfaction variables is 73.1%. In comparison, other factors that affect customer satisfaction not examined shown by the value ? = 0.269 Or 26.9%. The recommendation is that the company should further improve the quality of the internet and other products to improve customer satisfaction.