PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT TANJUNG UNCANG DI KOTA BATAM

Hartadi, Nikie and Husda, Nur Elfi (2020) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT TANJUNG UNCANG DI KOTA BATAM. Jurnal EMBA, 8 (3). pp. 185-194. ISSN p-ISSN: 2303-1174 e-ISSN: 2622-6219

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Abstract

This study examines product quality and service quality to customer satisfaction at PT Tanjung Uncang in Batam City. The sampling technique used is saturated sample that is the total amount taken from 218 respondents. Data obtained from distributing questionnaires to customers of PT Tanjung Uncang. Data analysis techniques used multiple linear regression analysis and quality test in this study using the validity test, reliability test, classic assumption test which includes normality test, multicollinearity test, and heteroscedasticity test, multiple linear regression analysis testing, and determinant coefficient analysis. Testing the hypothesis in this study using the t test and F test using SPSS version 26 software program. The results of this study indicate that product quality has a partial effect on customer satisfaction, service quality has a partial effect on customer satisfaction. F test results show that product quality and service quality together have a simultaneous effect on customer satisfaction at PT Tanjung Uncang in Batam City.

Item Type:	Article
Subjects:	600 Teknologi dan Ilmu-ilmu Terapan > 650-659 Manajemen dan Ilmu yang Berkaitan > 658.8 Marketing, Manajemen Distribusi
Divisions:	Jabatan Fungsional > Nur Elfi Husda
Depositing User:	Nur Elfi Husda
Date Deposited:	05 Feb 2021 02:29
Last Modified:	22 May 2022 08:24
URI:	http://repository.upbatam.ac.id/id/eprint/140

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