Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Di Pondok Cokelat Palembang

Christi, Silvia (2015) Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Di Pondok Cokelat Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aimed to prove the effect of quality of service and quality of product to customer satisfaction on Pondok Cokelat Shop in Palembang. The population in this study are all the customer Pondok Cokelat Shop in Palembang, Use as a sample of 100 respondents and using purposive technique side. Hypotesis testing using multiple regression analysis with SPSS ver.17.0. This study uses analysis of the descriptivem validity, reliability, classic assumption test, simple regression analysis, testing regression coeficient (R Square), correlation test, t-test, and F-test. Based on t-test, the result showed that quality of service does not effect the customer satisfaction in Pondok Cokelat Shop in Palembang. In addition, quality of product effect on customer satisfaction in Pondok Cokelat Shop in Palembang.

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