PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KELUHAN TERHADAP KEPUASAN KONSUMEN PADA PT. JAYA MANDIRI BANGUNAN

Abstract

Customer satisfaction is one of the important things that needs to be fulfilled by
company through efforts to provide good product quality, quality of service
and handle complaints quickly and responsively. Therefore, research
done to imengkhuii influence the quality of iproduk, ikualitas iservice, idan ikeluhan
i against iconical satisfaction both partially and simultaneously. i Research methods
descriptive quantitative analysis. The iPopulation in this study was customer
84, while sampling with Slovin's formula of 83
Respondents. iTechnical data analysis using F test, T test, multiple linear regression and test
Classic assumptions and data analysis using SPSS version 20 programs.
Datai results show that partially the quality of the product and the quality of service
positive effect and significant impact on the satisfaction of the iconic, while complaints
positively influence and significant towards the satisfaction of the iconumen. In the contents of themultan, I quality
iproduk, ikualitasi pelayanani dani keluhani i together have a positive effect on the significance of
customer satisfaction idii iPT. iJaya iMandirii iBangunan. i Consumer satisfaction can be
explained by the quality of iproduk, ikualitasi pelayanani dani keluhani amounted to 53.10%i and the rest
46.90%i is described by another variable that is not idiosyncratic.