Najmuddin Adya, M.Fairuz (2023) Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome di Bekasi. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research aims to determine the influence of the dependent variables product quality and service quality which influence the independent variable customer satisfaction on Indihome products in the Bekasi area. This research was conducted on residents who use Indihome products in the Bekasi area. The number of samples used in this research was 112 respondents, using a purposive sampling method. The distribution of questionnaires was used to collect data with sample criteria, namely Indihome users who have used Indihome for a year and are at least 17 years old in Bekasi. The analysis technique in this research uses Partial Least Square (PLS). Based on the analysis that has been carried out, it was found that: 1) Product quality has a positive effect on customer satisfaction. 2) Service quality has a positive effect on customer satisfaction. Keywords: Product Quality; Service quality; Customer satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | M.Fairuz Najmuddin Adya | ||||||||
| Date Deposited: | 22 Sep 2023 08:17 | ||||||||
| Last Modified: | 22 Sep 2023 08:17 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/18069 |
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