THE EFFECT OF PRODUCT AND SERVICE QUALITY TO CUSTOMER SATISFICATION IN PERUMDA TIRTA RANGGA SUBANG

Mutiara Novita Asmarani; Restu Aditya Rachmah; Panji Agnyoto; Fajar Meiyanti

Mutiara Novita Asmarani STIE Sutaatmadja
Restu Aditya Rachmah STIE Sutaatmadja
Panji Agnyoto STIE Sutaatmadja
Fajar Meiyanti STIE Sutaatmadja

Keywords: Customer Satisfication, Product Quality, Service Quality

Abstract

This study aims to analyze product quality, service quality on customer satisfaction at Tirta Rangga Subang drinking water company. The research method used by our group is a quantitative method. Research analysis was conducted using SPSS (Statistical Product and Service Solutions) computer program used for statistical analysis version of IBM SPSS Statistic 22 to process the data. The data in this study were obtained by distributing questionnaires via gform to 60 respondents. In this study there are several tests, including this normality test using a normality probability plot graph technique, validity test using bivariate correlation technique, reliability test using Cronbach's Alpha technique, coefficient of determination test using Adjusted R squared technique, multiple linear regression test, partial test (Test T), and F test. The results showed that: Service quality, product quality had a positive effect on customer satisfaction for PDAM Tirta Rangga drinking water, Subang district. The better the service, the quality of the products provided by the company, the greater the customer satisfaction

References

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