PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PT. RADEKATAMA PIRANTI NUSA
DOI:
https://doi.org/10.32493/jpkpk.v2i2.2464Abstract
Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen PT. Radekatama Piranti Nusa. Penelitian ini menggunakan metode asosiatif deskriptif dengan pendekatan kuantitatif. Populasinya adalah konsumen yang melakukan pembelian selama tahun 2017 sebanyak 638 konsumen dan sampel diambil sebanyak 86 orang. Perhitungan menggunakan SPSS. Hasil penelitian menunjukkan bahwa kualitas produk dan kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan dengan persamaan regresi Y = 15,009 + 0,294X1 + 0,422X2. Kontribusi pengaruh kualitas produk, kualitas pelayanan dan kepuasan pelanggan secara simultan adalah sebesar 44,8%, nilai F hitung lebih besar dari F tabel atau (39,285 > 2,700), dengan signifikansi 0,000 < 0,05.terdapat pengaruh positif dan signifikan secara simultan antara kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen
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