Peningkatan Kepuasan Melalui Kualitas Pelayanan Dan Kualitas Produk

Abstract

The importance of customer satisfaction is an important factor in maintaining business continuity. Satisfied customers will provide many benefits for the company. This research was conducted to determine the effect of service quality and product quality on customer satisfaction at PDAM Tabanan Regency partially and simultaneously. The population in this study were service users of PDAM Tabanan Regency, totaling 59,572 active users until 2020 with a total sample of 100 respondents, using the accidental sampling method. The data analysis technique used in this study was multiple linear regression analysis. The results found from this study are a positive and significant influence shown by the quality of service and product quality on customer satisfaction at PDAM Tabanan Regency either partially or simultaneously. Suggestions in this study are to increase customer satisfaction by improving service quality and product quality..