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)