Analisis Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Matahari Department Store Cileungsi

Abstract

Abstract

 This research aims to examine the effect of product quality and service quality on customer satisfaction Matahari Department Store Cileungsi. The population of this research is all customers of Matahari Department Store Cileungsi. The research method using quantitative method, this research is used to know the relationship between several variables with other variables. This research uses primary data derived from respondents' answers, data processed and calculated to determine the effect of product quality and service quality on customer satisfaction and secondary data derived from books, internet and corporate data related to this study. The results showed that there is a positive and significant influence between product quality on customer satisfaction partially with regression value of 0.251 and t arithmetic of 2.391> t table 1.986 with ignificance 0.019 <0.05. There is a positive and significant influence between the quality of service to customer satisfaction partially with regression value of 0.386 and t count of 4.568> t table 1.986 with significance 0,000 <0.05. There is a positive and significant influence with the Fcount of 26.776> F table 3.09 with the significance of 0.000 <0.05.  

Keywords: Product Quality, Service Quality, Customer Satisfaction