Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Pada Tanasol.Id Denpasar
DOI:
https://doi.org/10.32795/vol4wamrtno1th24Keywords:
Service Quality, Product Quality, Customer SatisfactionAbstract
This study aims to determine the effect of service quality and product quality on customer satisfaction at Tanasol id Denpasar. This study used a quantitative method with an associative approach. This study was conducted at Tanasol id Denpasar, with a sample size of 97 customers using the Slovin formula. Data were obtained by distributing questionnaires to Tanasol id customers as respondents. Data analysis techniques used included validity testing, reliability testing, classical assumption testing, multiple linear regression analysis, the coefficient of determination (R²), t-test, and F-test. The results showed that service quality had a positive and significant effect on customer satisfaction. Furthermore, product quality also had a positive and significant effect on customer satisfaction. Simultaneously, service quality and product quality significantly influenced customer satisfaction at Tanasol id Denpasar. This indicates that the better the service quality provided and the better the product quality offered, the higher the level of customer satisfaction.
References
Agustiansyah, E. C., & Taufik, E. R. (2019). Mediasi Kepuasan Nasabah pada Pengaruh Kualitas Pelayanan dan Citra Perusahaan terhadap Loyalitas (studi pada PT. Bank Syariah Mandiri KCP Pandeglang). Jurnal Riset Bisnis dan Manajemen Tirtayasa, 3(1), 1–19
Dahliani, Y., & Ahwal, R. H. (2021). Kajian Pengaruh Kualitas Produk, Harga, Lokasi, dan Promosi Terhadap Kepuasan Pelanggan Pada Gieselin Food Sukser Makmur Di Jember. Jurnal Inovasi Penelitian, 2(1), 181-190.
Hartanto, A., & Andreani, F. (2019). Pengaruh Kualitas Produk, Kualitas Layanan, Dan Lingkungan Fisik Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi Di De Mandailing Cafe Surabaya. Agora, 7(1).
Majid, A., V, A. F., Oktavianti, A. E., Rista, M. A., Santika, D., Ummah, F., Fitriana, L., & Ummah, A. D. (2021). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Lokasi Terhadap Kepuasan Konsumen (Studi Kasus
Santoso, J. B. (2019). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Harga Terhadap Kepuasan dan Loyalitas Konsumen. Jurnal Akuntansi Dan Manajemen, 16(1), 127-146.
Tarigan, P. S., Wahyono, D., Kusumawardhani, T., Sairdama, S. S., & Nugraha, A. R. (2023). Pengaruh Digital Marketing dan Brand Image Terhadap Minat Beli Produk Kosmetik Make Over. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 9(4), 1431–1439.
