PENGARUH PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

Oleh Watriningsih dan Agung Perdana2

This research aims to know the influence of the product and the quality of service of the Employees towards customer satisfaction CBD Giant Bintaro.

This research was conducted with Descriptive method of Associative. Samples taken with the technique of Aksidental sampling, whereas data collection instrument research for variable products and customer satisfaction as well as customer satisfaction is to use questionnaire.

First there is a positive and significant relationship between products with customer satisfaction with a number of correlation pearson Product Moment of 0.682 or 46.5% X 1 effect on Y shown in equation regression Ŷ = 4,708 0.909 x 1.

Second, there is a positive and significant relationship between service quality with customer satisfaction with a number of correlation pearson Product Moment of 0.652 or 42.5% X 2 to Y, shown in equation regression Ŷ = 6.022 1.152 x 2.

Third, there is a positive and significant relationship between product and service quality together with customer satisfaction with a number of correlation pearson Product Moment of 0.760, shown in the regression equation Ŷ = 1.410 0, 538X1 0, 341X2, 0.577 Determination Coefficients showed that the quality of service and Products contributed 57.7% customer satisfaction CBD Giant Bintaro.

Keyword: Product, Service Quality, Customer Satisfaction.

Jurnal Quality- Volume VI No.23

September 2016