PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

Majalah Bisnis Dan IPTEK

DessyRiyani¹  DudungJuhana¹  Irena Larashati¹ 

[1] STIE Pasundan, Bandung.;

关键词: price;    service quality;    customer satisfaction;   

DOI  :  10.55208/bistek.v14i2.233

来源: DOAJ

【 摘 要 】

The results of this study were carried out to know the effect of price and service quality on customer satisfaction. The study used a survey approach to internet service customers as many as 100 people in the city of Bandung. Based on research using path analysis, it appears that the price variable has a direct influence of 14.7%. The indirect effect through the service quality variable is 13.1%, the total effect is 27.9%. On the other hand, service quality variables directly influence 32.1%. The indirect effect through the variable price is 13.1%, the total effect is 45.2%. The coefficient of determination (R-square) relationship expressed in the percentage of the contribution of all independent variables price and service quality in determining customer satisfaction variables is 73.1%. In comparison, other factors that affect customer satisfaction not examined shown by the value ? = 0.269 Or 26.9%. The recommendation is that the company should further improve the quality of the internet and other products to improve customer satisfaction.

【 授权许可】

Unknown