Open AccessPENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PRODUK NISSAN GRAND LIVINA
Author(s) -
Teguh Iman Saputra Nasution,
Tri Kurniawati
Publication year - 2019
Publication title -
jurnal ecogen
Language(s) - English
Resource type - Journals
ISSN - 2654-8429
DOI - 10.24036/jmpe.v1i4.5667
Subject(s) - accidental sampling , customer satisfaction , product (mathematics) , service quality , quality (philosophy) , sample (material) , data collection , service (business) , sampling (signal processing) , business , population , marketing , statistics , mathematics , engineering , medicine , chemistry , telecommunications , physics , geometry , environmental health , quantum mechanics , detector , chromatography
The objectives of this study are to: 1) Analyze the effect of product quality on customer satisfaction on Nissan Grand Livina Products. 2) Analyzing the effect of service quality on customer satisfaction on Nissan Grand Livina Products. 3) Analyzing the effect of product quality and quality of service simultaneously on customer satisfaction on Nissan Grand Livina Products. The type of method of this research is quantitative research methods. The population in this study is to customers who use the Nisaan Grand Livina product whose numbers are unknown. Sampling technique using accidental sampling is the determination of samples based on respondents who meet the criteria, namely those who use Nissan Grand Livina products. Furthermore, using the Cochran formula, so that a sample of 100 people is obtained.Data collection techniques using primary data in the form of questionnaires. For data analysis used multiple regression analysis using the SPSS program. The results showed that product quality and service quality had a significant effect on customer satisfaction.Keyword:product quality, service quality and customer satisfaction.