PENGARUH KUALITAS PRODUK, PELAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN OPPO PADA MOBILE SHOP DI MARINA SURABAYA

Abstract

This research aims to know the influence of product quality, service quality and trust to the customers satisfaction of Oppo at Marina Mobile Phone Shop in Surabaya. The population that used in this research is the customers of Marina Mobile Phone Shop in Surabaya who purchase Oppo products more than once. The sampling technique using purposive sampling with the number of the samples obtained of 100 respondents. The data analysis technique that used in this research is multiple linear regression method. The results showed that product quality variables have a significant influence on the customer satisfaction. In addition, trust variables also have a significant influence on the customer satisfaction. While the service quality variable has no significant influence on the customer satisfaction. This proves that product quality and trust for Oppo products in Marina Mobile Phone Shop will improves the customer satisfaction value. But if the quality of the service on the Mobile Phone Shop Marina is not good and will have an impact with decreasing customers satisfaction.
Keywords: Product quality, service quality, trust, and customers satisfaction.