Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan pada UD Pandan Wangi Semarang
Abstract: This study aimed to
determine the factors that influenced customer satisfaction atUD. Pandan Wangi.
This study used the subject data. In this case the subject of the research
wasthe UD. Pandan Wangi customers. This study used the method of sample selection
ofnonprobability sampling. with purpose sampling, especially consideration
(judjement sampling)which means that the type of sample selection was not
random of which the information wasobtained by using a certain consideration
that mean the respondent had made a purchaseminimum of three times. The number
of samples was taken as many as 100 people. The dataanalysis technique was
multiple linear regression. The result showed that the quality of theproduct
didn’t influence the customer satisfaction rates, price didn’t influence the
customersatisfaction, service quality influenced customer satisfaction,
emotional factor didn’t influencethe customer satisfaction, the cost and ease
influenced the customer satisfaction. Whilesimultaneously the product quality,
price, service quality, emotional factor, and the cost and easeinfluenced
customer satisfaction.
Penulis: Indra Aditia, Suhaji
Kode Jurnal: jpakuntansidd120344
