NAFISAH, ZAUHAROTUN (2019) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN T2COMP (SUPPLIER PRINTER DAN ALAT KASIR) SIDOARJO. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
The purpose of this research is to determine the effect of product and servicequality variables on customer satisfaction. The population in this study wereT2COMP customers (supplier of printersand cashiers). The sampling method onthis research used purposive sampling which a total of 55 respondents. Thisresearch used the primary data which a questionnaire method. We also calculatedstatistical analysis with multiple linear regression analysis. The result afterhypothesis testing showed that the regression coefficient value of the productquality variable was 1.028 and the service quality variable was 0.287. The result ofthe F-test value of F calculate was 27.966 lower than F table 2.41 with asignificance level of 0.000<0.05, these results suggest that the product quality andservice quality variables simultaneously showed a significant effect on customersatisfaction. The results of the t-test of product quality showed t value 4.977 higherthan t table 1.67469 and service quality variable t calculate 2.015>1.67469, theseresults suggest that product quality and service quality variables partially have aninfluence on customer satisfaction.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | product quality, service quality, customer satisfaction |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 23 Sep 2020 04:11 |
| Last Modified: | 29 Jan 2022 06:13 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1591 |
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