PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN FIRST MEDIA SURABAYA

Abstract

In the current globalization era the terms technology is familiar and close to our daily live. The internet is the
heart of information era and it is the mother of all networks. The internet is a computer network around the
world which connects hundreds even thousands of small networks. The purpose of this research is to find out the
influence of service quality and product quality to the customer satisfaction of the customer. The research data
has been obtained and it is based on the questionnaries which have been filled in by 72 people who are the
regular customers of First Media. The data analysis technique is the multiple linear. The result of 1 test
describes that service quality has significant influence to the customer satisfaction 3.075 with its significance
0.003. Product quality has significant influence to the customer satisfaction 4.388 with its significance 0.000.
Therefore, product quality has dominant influence to the customer satisfaction of PT First Media Tbk
Surabaya’s customers. So, the significant truth of the proposed hypothesis has been proven
Keywords: Service Quality, Product Quality, and Customer Satisfaction.