PENGARUH KUALITAS PELAYANAN DAN PRODUK TERHADAP KEPUASAN KONSUMEN DI TOKO MEBEL NIAGA WOOD CIMAHI

Abstract

This research aims to analyze the influence of service and product quality on consumer satisfaction at the Niaga Wood Cimahi furniture store. The survey method was implemented by distributing questionnaires to customers, followed by statistical analysis using linear regression using Excel 2019 and SPSS 24. From the results of this survey, statistical analysis such as linear regression was used to measure the relationship between these variables. The findings show that the total service quality correlation coefficient is 0.404, indicating a weak relationship between service quality (X1) and Niaga Wood consumer satisfaction (Y). However, the total product quality correlation coefficient is 0.685, indicating a strong relationship between product quality (X2) and consumer satisfaction (Y). The results of this research indicate that service and product quality separately have a significant positive influence on consumer satisfaction at the Wood Cimahi Commercial Store. Furthermore. This shows the close relationship between service and product quality in influencing consumer satisfaction at the Wood Cimahi Commercial Furniture Store.