PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN DI WI-FI CORNER TELKOM EMPUNALA MOJOKERTO

OKKY WAHYU ANANTO, OKKY WAHYU ANANTO (2019) PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN PELANGGAN DI WI-FI CORNER TELKOM EMPUNALA MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Ananto, Okky Wahyu 2018. Effect of product quality and service on the customer satisfaction of Wifi Corner Telkom Empunala Mojokerto.Scription / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I: Eny Setyaringsih, SE., MM Advisor II: Rika Dwi Harsasi SE., MM This study aims to determine the effect of product quality and service on Wifi Corner Telkom Empunala Mojokerto. The type of data used in this study is quantitative in the form of questionnaires and qualitative in the form of interviews and direct observation on the object of research. And the source of data in this study was obtained through primary and secondary data. The population in this study is the Wifi Corner Telkom Empunala Mojokerto customers who come more than once in June-July 2018, amounting to 125 customers. The sample in this study was 96 respondents. The sampling technique used is the Non Probability Sampling technique with a sampling method that is purposive sampling. And data analysis using multiple linear regression analysis with the help of SPSS version 22. Based on the results of the study showed that the quality of products and services in the Wifi Corner Telkom Empunala Mojokerto had a significant effect on customer satisfaction. If the better the quality of Wifi and service performance provided by Wifi Corner Telkom Empunala Mojokerto with t count> t table and significance <0.05 while the results of calculations using f test shows that product quality and service affect simultaneously on customer satisfaction with f calculate 86.455 ˃ Ftable is 2.70 and the probability value is 0.000 5 0.05. The results of the multiple linear regression equation are Y = 1,572 + 0,123X1 + 0,416X2 while the results of the coefficient of determination R2 = 0,650 or (65%) Keywords: Product Quality, Service Quality, Customer Satisfaction

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