KURNIATIN, EKA AYU (2019) ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN CUSTOMER VALUE TERHADAP KEPUASAN PELANGGAN DI PT. UNIONFAM AZARIA BERJAYA DI SURABAYA. Diploma thesis, STIE MAHARDHIKA.
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Abstract
This research was conducted with the aim to determine the effect of product quality, service quality and customer value on customer satisfaction at PT. Unionfam Azaria Berjaya. This research uses a quantitative approach and the type of research used is survey research, where researchers will use a questionnaire to collect respondent data. The sample used was 50 respondents which in total are customers who have made purchases at PT. Unionfam Azaria Berjaya. Sampling was done by purposive sampling technique. The test equipment used was multiple linear regression analysis technique with SPSS 15.0 software. After testing the proposed hypothesis, the regression coefficient value of the product quality variable is 0.363, the service quality variable is 0.275 and the customer value variable is 0.376. The F test value produces an F calculated 240,136 with a significance value of 0,000 <0.05 so that it can be concluded that product quality, service quality and customer value simultaneously have a significant effect on customer satisfaction.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Product Quality, Service Quality, Customer Value, Customer Satisfaction |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 20 May 2020 05:49 |
| Last Modified: | 10 Jan 2023 08:14 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1563 |
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