PENGARUH KUALITAS PRODUK, HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

Abstract

This research is aimed to find out the simultaneous influence of product quality, price, and service quality to the customer satisfaction at Waroeng Kauman Surabaya. The population of this research is all customers of waroeng kauman Surabaya who are met by the researcher when the research is conducted and the total samples are 100 respondents. The sample collection method has been done by using non probably sampling and the data collection technique has been carried out by issuing questionnaires. The analysis method has been carried out by using multiple regressions analysis and the instrument of the SPSS application (Statistical Product and Service Solutions). The result of this research shows that product quality, price, and service quality give positive and significant influence to the customer satisfaction at waroeng Kauman Surabaya. Product quality gives positive and significant influence to the customer satisfaction at waroeng Kauman Surabaya. Price gives positive and significant influence to the customer satisfaction at waroeng Kauman Surabaya. Service quality gives positive and significant influence to the customer satisfaction at waroeng Kauman Surabaya.
Keywords: Product quality, price, service quality and customer satisfaction.