Email this article PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. DISTRIVERSA BUANA Studi Kasus pada pemakai Balsem cap Macan di Jakarta
Abstract
The objective of the research is to know the effect of the product quality and service to
customer satisfaction. This study was carried out at Jakarta Greater Area with 100
respondents. Which were taken by propotional random sampling. The respondents were
people who was user of Tiger Balm and live at Jakarta greater area.Data anlysis techniques
are used to test the hypothesis is correlation and multiple regression were oprated by
computer using Statistical Product & Service Solution (SPSS). Computational results for
testing the model showed analysis of determination, and anlysis non parametrik regression.
The results show the quality of product and service is a significant positive effect and
correlation between quality product and service on customer satisfaction. The better the
quality of the product it will be a positive impact on customer satisfaction. High-quality of
services are services that can exceed the expectations of the consumer, the better the service
received by the customer it will be a positive impact on customer satisfaction.
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DOI: https://doi.org/10.31294/jc.v16i2.1288
ISSN: 2579-3314
