Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Gas LPG 3KG PT MEKAR ABADI LESTARI di Kecamatan RawaLumbu Kota Bekasi

Kusafatno, Tanaji (2022) Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Gas LPG 3KG PT MEKAR ABADI LESTARI di Kecamatan RawaLumbu Kota Bekasi. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

The research conducted aims to determine the effect of product quality and service quality simultaneously on customer satisfaction at PT Mekar Abadi Lestari. The population of this research is the customers of PT Mekar Abadi Lestari. The sample of this research is the customers of PT Mekar Abadi Lestari with a total of 100 respondents. The method used in this research is quantitative, with the data used is primary data. To determine the sample used in this study using purposive sampling technique. The analytical tool used is multiple regression or prediction involving one independent variable or predictor. The data search technique in this research is by distributing questionnaires. Then, the data that has been collected will be processed using statistical tests and calculations using multiple correlation analysis calculated using the Statistic Product and Service Solution 26.0 (SPSS 26.0) program. Based on the results of data processing using the SPSS 26 program, the product quality variable has a positive and significant effect on customer satisfaction. The service quality variable has a positive and significant effect on customer satisfaction. The variables of product quality and service quality simultaneously and significantly affect the customer satisfaction of PT Mekar Abadi Lestari. These results indicate that product quality and service quality variables can be used in multiple regression models to predict customer satisfaction. The effect of product quality and service quality variables is 68.2% while the remaining 31.8% is related to other variables not examined in the study.

Item Type:

Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1))

Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi: