Detail Inovasi Perguruan Tinggi


Tema: MARKETING
Judul: PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN
Perguruan Tinggi: Sekolah Tinggi Ilmu Ekonomi Kesatuan
Jenis/sdm: dosen/0411077402

Tahun: 2015

Product quality and service quality is part of a competitive strategy to improve product competitiveness.The purpose of this study was to determine whether the quality of products and quality of service in Pizza Hut give satisfaction to the customers.The method used in this research is quantitative descriptive with respondents of the city of Bogor. This study uses analysis tools SPSS 21 software.
Results of this study (1) the quality of the products have a significant and positive effect on customer satisfaction at Pizza Hut, (2) quality of service has a significant and positive effect on customer satisfaction, (3) the quality of products and service quality has a significant and positive influence to customer satisfaction.
The research results can be seen from the results of correlation between variables influence product quality to customer satisfaction has a correlation value of 0.193% and the impact of service quality on customer satisfaction has a correlation value of 0.796%. And the effect of product quality and service quality to customer satisfaction at 0.154%. Thus the results of the above quality of service is more positive and significant impact on customer satisfaction with the correlation value 0.796%.
Keywords: Product Quality, Service Quality, and Customer Satisfaction.