Analisis Kualitas Produk, Harga dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Handphone

Abstract

This study aims to determine and analyze the effect of product quality, price and service quality on customer satisfaction for Oppo mobile phones in Kepanjen. To achieve this goal, this study uses quantitative research with 113 respondents and a questionnaire as the main data collector. Multiple linear regression with the help of SPSS 22 for windows as an analysis tool. The data obtained shows that it is valid and reliable. The results showed that product quality and price variables did not affect customer satisfaction, only service quality had an effect on customer satisfaction. This is because the value is greater than the specified level. Suggestions for research partners. Employees should be more friendly in providing services to customers so that customers feel comfortable in buying at the Kepanjen Meteor Cell Counter. And suggestions for further researchers to be able to add or use other variables that can affect customer satisfaction which are not examined in this study and can also add samples. It aims to improve the accuracy of the data.