ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN DI AMOOLE DISTRO

Abstract

This study was to analyze the influence caused by the variable quality of product and service to customer satisfaction variables in Amoole Distro. With this research can provide desired information for the company and in an effort to improve customer satisfaction. The population in this research is Amoole consumer and used as many as 96 samples of respondents. The method of analysis used in this study were multiple linear regression analysis to determine the effect of variables simultaneously or partially with SPSS 17.0 From the research that has been done, simultaneous regression test (F test) showed that all independent variables examined the quality of the products and services have a significant impact on customer satisfaction variables. Partial regression test (t test) showed that the variable service has the most significant influences on customer satisfaction variables. The magnitude of the effect caused by R square (R2) by two variables together on the dependent variable is 59.3%, while the remaining 40.7% is influenced by other variables not examined in this study.