PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI DEPOT AIR MINUM ISI ULANG ANUGERAH PAGI DI DESA PAYUNG KECAMATAN PAYUNG

Abstract

       The purpose of this study is to determine the effect of product quality and service quality on consumer consumers, both simultaneously and partially. This research was conducted in April 2019. The method used in this study is descriptive with a quantitative approach with the aim to find the relationship between independent variables and dependent variables using a statistical formula that examines the relationship of the influence of product quality and service quality on customer satisfaction. While the statistical formula used to test the hypothesis is Multiple Linear Regression Analysis. The sample in this study amounted to 50 people.

       The results of the study reveal that: (1) The results of the study prove that there is a significant influence between the variables of product quality on customer satisfaction. This is evidenced by the value of tcount (2,024)> t table (0,279). (2) The results of the study also show that there is a significant influence between the variables of service quality on customer satisfaction. This is evidenced by the value of tcount (17,332)> t table (0,279). (3) And there is a significant effect on product quality variables and service quality on customer satisfaction as evidenced by the value of Fcount (151,063)> Ftable (3,20).