PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA CV USAHA MANDIRI JAKARTA SELATAN
DOI:
https://doi.org/10.32493/frkm.v1i2.2538Abstract
Tujuan penelitian ini untuk mengetahui seberapa besar pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan pada CV. Usaha Mandiri, Jakarta Selatan. Jenis penelitian merupakan penelitian kuantitatif dianalisis menggunakan statistik penulis menjadikan pelanggan CV. Usaha Mandiri. Adapun jumlah sampel diperoleh dari perhitungan Rao Purba sebanyak 100 responden. Analisis data menggunakan SPSS Versi 17. Teknik uji sampling menggunakan metode sensus dan teknik pengambilan data diantaranya uji validitas, uji reliabilitas, uji asumsi klasik dan uji regresi linear berganda serta uji hipotesis. Hasil penelitian menunjukan bahwa kualitas produk memiliki pengaruh sebesar 28,2% terhadap kepuasan pelanggan dan kualitas pelayanan memiliki pengaruh sebsar 25,1% sedang pengaruh secara simultan kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan sebsar 28,7%
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JIMF (Jurnal Ilmiah Manajemen Forkamma) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
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