PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN

(Studi Pada Pelanggan Produk PT.BERATHI Periode Februari - April 2018)

Abstract

The purpose of this study is to determine the effect of product quality, service quality and trust on customer satisfaction PT.Berathi. The number of samples used as many as 50 Respondents selected using snowball sampling through questionnaires directly to each employee who fit the criteria in the test. Data analysis used in this research is multiple linear regression analysis. Result of regression test (t-test) Show the variable of product quality and trust influence partially and significant to customer satisfaction variable, while service quality do not influence partially and not signifikan to variable of customer satisfaction. The coefficient of determination obtained from independent variables in this study amounted to 67.5% of the value of customer satisfaction is influenced by variable product quality, service quality, and trust. While the rest of 32.5% influenced by other variables outside of this study.