The Influence of Product Quality and Service Quality on Customer Satisfaction at Mitra 10 in Depok

Neneng Susanti(1*), Jasmani Jasmani(2),

(1) Universitas Widyatama
(2) Universitas Pamulang
(*) Corresponding Author




DOI: https://doi.org/10.26858/jo.v5i2.13379

Abstract


This study aims to determine the effect of product quality and service quality on customer satisfaction at Mitra 10 in Depok. The method used was explanatory research with a sample of 96 respondents. The analysis technique uses statistical analysis with regression testing, correlation, determination, and hypothesis testing. The results of this study product quality have a significant effect on customer satisfaction by 41.6%, hypothesis testing obtained significance 0,000 <0.05. Service quality has a significant effect on customer satisfaction by 42.7%, hypothesis testing obtained significance 0,000 <0.05. Product quality and service quality simultaneously have a significant effect on customer satisfaction by 52.3%, hypothesis testing obtained significance of 0,000 <0.05.


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