Open AccessPengaruh Kualitas Produk, Kualitas Layanan, dan Emosional terhadap Kepuasan Pelanggan Sogo Departemen Store
Author(s) -
Luli Prandita,
Sri Setyo Iriani
Publication year - 2018
Publication title -
bisma (bisnis dan manajemen)/bisma (bisnis dan manajemen)
Language(s) - English
Resource type - Journals
eISSN - 2549-7790
pISSN - 1979-7192
DOI - 10.26740/bisma.v6n1.p19-31
Subject(s) - accidental sampling , product (mathematics) , service quality , quality (philosophy) , customer satisfaction , service (business) , psychology , advertising , regression analysis , marketing , business , statistics , mathematics , sociology , demography , population , philosophy , geometry , epistemology
This research was conducted to examine the effect of product quality, service quality, and emotional, and costumer satisfaction. The objective of research to know the influence of product quality, service quality, emotional toward costumer satisfaction on Sogo Departmen Store. This study used a accidental sampling by the number of 110 respondens by using causal research. The analysis used is multiple regression analysis by using SPSS 16 in seeing the independent variables influence the dependent variable either jointly or individually. The results showed that product quality, service quality, emotional significantly influence toward costumer satisfaction either jointly or individually