Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen pada Toko Toko Nanda Jaya Ponsel Pajus Medan

Abstract

This research aims to determine and analyze the influence of Service Quality and Product Quality on Consumer Satisfaction at the Nanda Jaya Mobile Shop Pajus Medan. This research is associative research and the type of data used is quantitative data. The analytical method used is descriptive analysis and multiple linear analysis. The population in this study was on Jalan Jamin Ginting, Padang Bulan, consumers of the Nanda Jaya Mobile Shop with a population of 5,101 people. The number of samples in this research was 100 people using the Accidential Sampling sampling technique. Data collection uses a questionnaire. The results of this research simultaneously show that Service Quality and Product Quality have a significant effect on Consumer Satisfaction at the Nanda Jaya Mobile Shop. Partial research results show that Service Quality and Product Quality have a positive and significant effect on Consumer Satisfaction at the Nanda Jaya Mobile Pajus Store.