PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN IMAGODE CLAY DI SURABAYA
Abstract
Focus of the company is doesn’t only a quality of the product, either how to get
the consumer satisfaction with the service given. The basic problem of this research is
the importance of a quality service to consumer satisfaction, not only prioritize the
quality of the product. The purpose of this research is to investigate the effect of
influence product quality and service quality on consumer satisfaction of consumer
Imagode Clay & Fiber in Surabaya
The study was conducted at Surabaya, the sample size is about 100 consumer
Imagode Clay & Fiber , using SPSS. The result shows that product quality and service
quality have positive significant effects on satisfaction consumer. The product quality
analysis is more important factor to influence satisfaction consumer than service
quality does.
The result of this research show the product quality and service quality has
positive and significance influence to customer satisfaction. The product quality
influence is bigger (with the coefficient 0.323) compared to the service quality
influence (with the coefficient 0,244)