JOURNALKEBERLANJUTANJOURNALKEBERLANJUTAN

International Journal of Environmental, Sustainability, and Social ScienceInternational Journal of Environmental, Sustainability, and Social Science

This research aims to examine further the Influence of Service Quality and Product Quality on Consumer Satisfaction at Bandar Coil in Surabaya. The main focus of this study is to understand the relationship between service quality, product quality, and the level of consumer satisfaction at Bandar Coil. The background of this research is driven by the importance of identifying the factors that influence customer satisfaction and how the roles of service quality and product quality contribute to enhancing that satisfaction. The purpose of this study is to analyze the partial effects of service quality and product quality on consumer satisfaction, as well as the simultaneous effects of both variables on consumer satisfaction. The methodology used is a quantitative approach with survey methods, distributing questionnaires to Bandar Coil customers. The population consists of all customers of Bandar Coil during the year 2025, with a sample of 90 respondents selected using the Slovin formula. Data analysis is conducted using multiple linear regression analysis. The results show that, partially, product quality does not have a significant effect on consumer satisfaction, while service quality has a positive and significant impact. In terms of the combined effect, both service quality and product quality jointly influence the level of consumer satisfaction. The conclusion of this study indicates that service quality is the main factor affecting consumer satisfaction. Product quality, although not significantly impactful on its own, still contributes overall to increasing customer satisfaction.

The study concludes that service quality does not have a significant partial effect on customer satisfaction at Bandar Coil, while product quality does have a positive and significant partial effect.Furthermore, service quality and product quality simultaneously have a significant effect on customer satisfaction.These findings suggest that while product quality is a key driver of satisfaction, the combination of both quality aspects is crucial for maximizing customer satisfaction levels at Bandar Coil.

Penelitian lebih lanjut dapat dilakukan untuk menginvestigasi faktor-faktor lain yang memengaruhi kepuasan pelanggan di Bandar Coil, seperti pengaruh harga, promosi, atau citra merek, mengingat kualitas layanan saja tidak secara signifikan memengaruhi kepuasan pelanggan. Selain itu, studi kualitatif dapat dilakukan untuk menggali lebih dalam persepsi pelanggan terhadap kualitas layanan dan produk, serta pengalaman mereka secara keseluruhan, untuk memberikan wawasan yang lebih komprehensif. Terakhir, penelitian dapat difokuskan pada segmentasi pelanggan berdasarkan karakteristik demografis atau perilaku pembelian untuk mengidentifikasi kebutuhan dan preferensi spesifik dari setiap segmen, sehingga Bandar Coil dapat menyesuaikan strategi pemasaran dan pengembangan produknya secara lebih efektif guna meningkatkan kepuasan pelanggan secara keseluruhan.

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