PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN HARGATERHADAP KEPUASAN PELANGGANPADA GRAHA MESRAN PERTAMINA PRAPEN SURABAYA

Abstract

This research aimed to find out the effect of each variables on the customers satisfaction at Graha Mesran Pertamina. There were three variables i.e. product quality, service quality, and price. From each of the variables the researcher observed the dominant variable. This research was quantitative research with the amount of samples were 100 respondens, the data collection used direct survey on field, interviewed to the company and ditributed questionnaire to the respondents for primary data. The result of this research, from those third variables which have a dominant variable was product (KPr). It obtained coefficient correlation value (R2) was 0,796 it meant that the product at Graha Mesran Pertamina. The regressions model of this research were stated feasible to use based on F test and it concluded that partially and simultancously the product quality, service quality and price were determined by the customers satisfaction. The result ot t test of product quality on the customers satisfaction was 4,699, service quality on the customers satisfaction was 5,061, and price on the customers satisfaction was 2,915.
Keywords:product quality, service quality, price, satisfaction customers