PENGARUH HARGA, KUALITAS PELAYANAN, DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA WAROENK ANDYA SIDOARJO

Abstract

Customers’ satisfaction is overall of people’s manner which come up after comparing goods or
services which were received and expected. This research aimed to find out the effect of price,
service quality, and product quality on customers’ satisfaction of Waroenk Andya, Sidoarjo. The
research was quantitative. While the population was all customers of Waroenk Andya, Sidoarjo who
had visited more than twice. Moreover, the instrument in data collection technique used
questionnaires. Meanwhile, the measurement scale used Likert scale. Furthermore, the data
collection technique used non-probability sampling with accidental sampling as sampling technique.
In line with that, there were 100 respondents as the sample. Additionally, the data analysis technique
used multiple linear analysis with statistical tests of SPSS 25. The research result concluded that
price had a positive and significant effect on customers’ satisfaction of Waroenk Andya, Sidoarjo.
Likewise, service quality had a positive effect on customers’ satisfaction of Waroenk Andya,
Sidoarjo. Similarly, product quality had a positive effect on customers’ satisfaction of Waroenk
Andya, Sidoarjo.