THE INFLUENCE OF PRODUCT QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF PERTAMAX 92 AT PT. CERAH SINERGI INDONESIA

Abstract

This study aims to determine: Effect of Product Quality and Service Quality on Satisfaction 92 PT. Cerah Sinergi Indonesia. The Influence of Product Quality on Pertamax Customer Satisfaction 92 PT. Cerah Sinergi Indonesia. The Effect of Service Quality on Pertamax Customer Satisfaction 92 PT. Cerah Sinergi Indonesia. This research was conducted with a quantitative approach. The population in this study were customers at PT Cerah Sinergi Indonesia, amounting to 493. The sampling technique in this study used the Slovin method of withdrawal, so the sample in this study amounted to 84 respondents. The data analysis technique used is multiple linear analysis. Researchers conducted research using questionnaires and carried out statistical calculations with the help of the SPSS Version 20 program. Based on the data obtained in this study and the results of hypothesis testing variables at a significant level of 5% on customer satisfaction, obtained a value of 0,245 or 24,5% and service quality variables has a significant influence on customer satisfaction with a value of 0,609 or 60,9%. Test Coefficient (R2) , namely the Effect of Product Quality and Service Quality on Customer Satisfaction, obtained a value of 0,655 or 65,5% while the remaining 34,5% came from other variables not examined.