PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN HANDPHONE SAMSUNG
Abstract: The approach used in
this research is associative which is one type of explanation which is a research
study that aims to determine the relationship between two or more variables.
This research was conducted at the University of North Sumatra Muhammadiyah
location at Jl. Muchtar Captain Basri Medan. In this case the study population
are all consumers of Android-based Samsung mobile phone users with no
measurable amount. The sample in this study 100 consumer Samsung Android-based
mobile phone users. Based on the research results it can be concluded service
quality affects customer satisfaction samsung mobile phones. Product quality to
customer satisfaction samsung mobile phones. From the calculation, that the
quality of product and service quality affects customer satisfaction. The most
dominant variable effect on customer satisfaction is the variable quality of
service.
Keywords: Service Quality,
Product Quality and Customer Satisfaction
Penulis: Nel Arianty
Kode Jurnal: jpmanajemendd151509
