PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (SURVEI PELANGGAN SUZUKI, DEALER FATMAWATI, JAKARTA SELATAN)
ABSTRACT: The objective
of this study
is to describe
clearly about product
quality, service quality and
customer satisfaction in
dealer Suzuki Fatmawati,
Jakarta Selatan. The method
is descriptive and
explanatory research survey.
The samples taken are customers who do service in dealer
Suzuki Fatmawati, Jakarta Selatan, with 225
respondents. The sampling
technique used purposive
sampling, research instruments is
to use questionnaires, and
using multiple linear
regression analysis. The result
of this descriptive
study is product
quality variable and service
quality variable influence
customer satisfaction variable.
Results of hypothesis testing
showed: 1) Product quality variable negatively affect customer satisfaction variables,
2) Service quality
variable has positive
influence on customer satisfaction
variable; 3) This
study shows that
the percentage contribution of
the influence of independent variables (product quality and service quality) to
the dependent variable (customer satisfaction) of 5.6% (R Square).
Penulis: Mohamad Rizan, Fajar
Andika
Kode Jurnal: jpmanajemendd110308
