HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN MATAHARI DEPT. STORE ARION MALL PADA WARGA RW 014, RAWAMANGUN DI JAKARTA

Fitriyani, Nurul (2014) HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN MATAHARI DEPT. STORE ARION MALL PADA WARGA RW 014, RAWAMANGUN DI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

NURUL FITRIYANI. Correlation Between Quality Products and Quality service With Consumer Satisfaction at District 014 Rawamngun, Jakarta Timur. Script. Jakarta: Study Program of Commerce Education, Economic And Administration Department, Economic Faculty, State University of Jakarta. Juni 2014. The aim of this research is to find the possibility a positive correlation between Quality Products and Quality service With Consumer Satisfaction at District 014 Rawamngun, Jakarta Timur. The period of this research was four months since March 2014 until June 2014. This research used survey methods by correlation approach. The population of this research were all society district 014 Rawamangun, Jakarta Timur who buy and consumer have problems with s Quality Products and Quality service . While the society population at affordable were neighborhood 5 as many as 55 people in accordance with the characteristics of the population. From those population at affordable is taken 48 people for sample. Based on the coefficients table, tcount Product Quality (X1) of 2.076> t table (2.014) and 0.044 Sig <5% so it can be concluded that partial hypothesis H1 is accepted and reject Ho1. This indicates that there is significant influence between product quality to customer satisfaction. Based on the coefficients table, tcount Quality of Service (X2) for 2,649> t table (2.014) and 0.011 Sig <5% so that decisions can be taken is to accept and reject H2 Ho2. In other words, there is a significant relationship between service quality and customer satisfaction. From the calculation results obtained by multiple linear regression equation Y = 13 219 + 0.3771 +0.4492. In the results of the ANOVA test or F test, the value of F at 8.952 at 0.001 significant. To determine the value of F table in this study can be found using the significant statistical tables 0.05 (5%) so that yield Ftable 3:20 Because of F> F (8.952> 3.20), then Ho is rejected, meaning that the quality of product and service quality jointly influence significant impact on customer satisfaction. The conclusion of research shown that a positive correlation Quality Products and Quality service with customer satifaction of Matahari Dept Store at district 014 Rawamangun, Jakarta Timur. It means the better features of the Quality Products and Quality service the higher the customer satifaction of Matahari Dept Store at district 014, Rawamangun, Jakarta Timur.

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