PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (SURVEI TERHADAP PENGGUNA LAPTOP MEREK TOSHIBA DAN PENGGUNA LAPTOP MEREK ACER)
ABSTRACT: The purpose of this research are: t o know the description of product quality, service quality,
and customer satisfaction
of Toshiba Notebook
Users and Acer Notebook Users, test empirically the influence of product
quality toward customer satisfaction of Toshiba notebook users and Acer
notebook users, test empirically the influence
of service quality toward customer
satisfaction of Toshiba notebook us ers and Acer notebook users, test
empirically the influence of product quality and service quality toward
customer satisfaction of Toshiba notebook users and Acer notebook users. Object
of the research
consist of Toshiba
notebook users who
has came toservice center Toshiba and Acer notebook
users who has came to service center Acer. The result of descriptive test shows
that product quality and service quality Toshiba and Acer still less so that customer satisfaction also less. The
hypothesis test shows: there is significant influence from product quality
toward customer satisfaction ; there is
significant influence from
service qualit y toward
customer satisfaction; there
is significant influence from
product quality and
service quality toward
customer satisfaction.
Penulis: Mohamad Rizan, Rheza
Prasetya
Kod Jurnal: jpmanajemendd140813
