Hubungan Antara Mutu Produk dan Kualitas Pelayanan dengan Kepuasan Konsumen pada PT. Mustika Ratu Jakarta

Mohammad Jon Tasrif

Abstract


This study aims to obtain information about the relationship between independent variables namely; product quality (X1) and service quality (X2) with the dependent variable namely customer satisfaction (Y) PT. Mustika Ratu Jakarta, both individually and jointly.

The hypothesis to be tested is 1) there is a positive relationship between product quality and customer satisfaction, 2) there is a positive relationship between service quality and customer satisfaction, and 3) there is a positive relationship between product quality and service quality together with customer satisfaction.

This research was conducted at PT. Mustika Ratu Jakarta. The population in this study were all customers of PT. Mustika Ratu Jakarta. Samples were taken as many as 40 customers taken from the existing population. The sample is selected by incidental technique.

The research instrument used was a questionnaire in the form of five answer choices. After the data is collected, the writer then analyzes the data quantitatively by using two analysis methods, namely by using the frequency distribution table and by using the correlation test and regression test.

In this study there are three main conclusions, namely (1) there is a positive relationship between product quality and customer satisfaction PT. Mustika Ratu Jakarta. This means that the higher the quality of the product the higher the customer satisfaction. Vice versa, the lower the quality of a customer's product, the lower the customer's satisfaction. Therefore product quality is an important variable to consider in predicting customer satisfaction. (2) there is a positive relationship between service quality and customer satisfaction PT. Mustika Ratu Jakarta. This means that the better the quality of service to customers, the higher customer satisfaction will be. Likewise, vice versa, the less good the quality of service for a customer, the lower the customer satisfaction.

Therefore service quality is an important variable to consider in predicting customer satisfaction. (3) there is a positive relationship between product quality and service quality together with customer satisfaction at PT. Mustika Ratu Jakarta. Thus it means that the higher the quality of the product and the better the quality of service for a customer, the higher the customer satisfaction. Conversely the lower the quality of the product and the less good the quality of service to the customer, the lower the customer satisfaction. This condition shows that product quality and service quality are two important variables to consider in explaining the increase in a customer's job satisfaction

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