Analysis of the Effect of Product Quality and Service Quality on Customer Satisfaction PT. Hargen Nusantara Tangerang

Authors : Dian Permata Sari, Dr. M. Mukti Ali

Volume/Issue : Volume 5 - 2020, Issue 1 - January

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The purpose of this research is to analyze the effect of Product Quality and Service Quality on Customer Satisfaction of PT. Hargen Nusantara. The research data is annual data for the observation period of 3 years (2015-2017). The sampling method used is non probability sampling. The population is 380 customers, from the population there are 300 customers meeting the criteria as sample. The sample is 300 customers who have purchased generator sets at PT. Hargen Nusantara. The analytical method used in this study is multiple linear regression. Data was collected from interviews and questionnaires. Data was analyzed using SPSS Version 25. The research results showed that: (1) Product Quality partially affects Customer Satisfaction; (2) Service Quality partially affect Customer Satisfaction; (3) Product Quality and Service Quality simultaneously affect Customer Satisfaction.

Keywords : Product Quality, Service Quality and Customer Satisfaction.


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30 - June - 2023

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