Hubungan Antara Pengembangan Produk dan Kualitas Pelayanan dengan Kepuasan Pelanggan PT Multi Karya Primatama Bekasi

Mohammad Jon Tasrif dan Gulda Patria

Abstract


This study aims to obtain information about the relationship between independent variables namely; product development (X1) and service quality (X2) with the dependent variable namely customer satisfaction (Y) of PT. Multi Karya Primatama Bekasi, both individually and jointly.

The research instrument used was a questionnaire in the form of five answer choices. After the data is collected, the authors then conduct quantitative data analysis using two analytical methods, namely by using a frequency distribution table and by using correlation and regression tests.

In this study there are three main conclusions, namely

(1) there is a positive relationship between product development and customer satisfaction PT. Multi Karya Primatama Bekasi. This means that the better the product development according to a customer, the higher the customer satisfaction. Vice versa, the less good the product development according to a customer, the lower the customer satisfaction. Therefore product development is an important variable to consider in predicting customer satisfaction.

(2) there is a positive relationship between service quality and customer satisfaction of PT. Multi Karya Primatama Bekasi. This means that the higher the quality of service the customer receives, the higher the customer satisfaction is. Vice versa, the lower the quality of service received by customers, 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 development and service quality together with customer satisfaction of PT. Multi Karya Primatama Bekasi

Thus it means that the better the product development according to a customer and the higher the quality of service received by the customer, the higher the customer satisfaction. Conversely the less good the product development according to a customer and the lower the quality of service received by the customer, the lower the customer satisfaction. This condition shows that product development and service quality, are two important variables to consider in explaining increased customer satisfaction

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DOI: https://doi.org/10.37721/je.v21i3.609

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