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

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2P0YzSe

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.

CALL FOR PAPERS


Paper Submission Last Date
30 - September - 2021

Paper Review Notification
In 1-2 Days

Paper Publishing
In 2-3 Days

Never miss an update from Papermashup

Get notified about the latest tutorials and downloads.

Subscribe by Email

Get alerts directly into your inbox after each post and stay updated.
Subscribe
OR

Subscribe by RSS

Add our RSS to your feedreader to get regular updates from us.
Subscribe