Open AccessThe effect of product quality and service quality on customer satisfaction in crocodile skin crafts industry
Author(s) -
Irfan Wildzan Muafa,
Muhammad Awal,
Candra Agus Wahyudhi,
S. Waas,
Endah Cahyati Noer,
Jusni
Publication year - 2020
Publication title -
iop conference series. earth and environmental science
Language(s) - English
Resource type - Journals
eISSN - 1755-1307
pISSN - 1755-1315
DOI - 10.1088/1755-1315/473/1/012028
Subject(s) - service quality , customer satisfaction , quality (philosophy) , product (mathematics) , marketing , service (business) , business , crocodile , test (biology) , advertising , psychology , mathematics , ecology , philosophy , geometry , epistemology , biology , paleontology
This research aimed to test and analyze the influence of product quality and service quality on customer satisfaction by submitting two research hypotheses. The number of respondents in this study was 120 respondents who were consumers of crocodile skin craftsmen in Merauke. This study uses data analysis techniques using SEM AMOS 22.0 for the development of research constructs and also hypothesis testing. From the results of data analysis that has been done, it can be concluded that the constructs formed can be accepted and then the results of the study show that the variable quality of the product and also the quality of service variables have a positive and significant effect on customer satisfaction.