PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PT. SANGO INDONESIA

Abstract

Customer satisfaction at PT Sango Indonesia has decreased in the last few months, this is thought to be due to a decrease in product quality. The research was conducted with the aim of finding out and analyzing the condition of product quality and customer satisfaction as well as the relationship between the two variables. The research method used is descriptive quantitative through surveys/questionnaires. The data analysis technique uses simple linear regression with a sample size of 30 respondents. Based on the research results, it is known that the product quality at PT. Sango Indonesia is in the good category with an average score of 3.37 in the quite good category. Customer satisfaction with the product is in the good category with an average score of 3.37 in the quite good category. There is an influence of product quality on customer satisfaction at PT. Sango Indonesia. Contribution to the influence of product quality on PT customer satisfaction. Sango Indonesia is 61.90% while the remaining 38.107% is influenced by other factors. The regression equation that can be used to predict customer satisfaction variables through product quality variables is Y = 13.268 + 0.663X.