Pengaruh Kualitas Produk, Kualitas Pelayanan dan Faktor Emosi Terhadap Kepuasan Pelanggan Di UD Toko Pelangi Surakarta

Yatimah Tri Prihatin Bambang Mursito Anita Wijayanti

Sari


The purpose of this research is (1) to analyse the influence of product quality, service quality, and factor the emotions together effect on customer satisfaction UD. Rainbow Store. (2) to analyse the influence of the quality of products against customer satisfaction UD. Rainbow Store. (3) to analyse the influence of the quality of service to customer satisfaction UD. Rainbow Store. (4) in order to analyse the influence factors of emotion towards customer satisfaction UD. Rainbow store. Doing research at UD. Rainbow Store. The population used all regulars UD. Rainbow store surakarta amounted to 256 subscribers. The sample used as many as 75 customers bed linen. The technique of data collection with the questionnaires and documentation. Technique of data analysis with multiple linear regression analysis. The study concluded that the variable quality of products, service quality, and emotions together and partial effect on customer satisfaction. The variable quality of products a positive and significant effect towards customer satisfaction. Service quality and emotional Factors influence on customer satisfaction and customer satisfaction significantly to UD. Rainbow Store. The most influential variable service quality on customer satisfaction

Kata Kunci


Product quality, Customer satisfaction, Service quality

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Referensi


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Indonesian


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