PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA PENGGUNATABUNG GAS 12 KG DI PANGKALAN LPG TOKO C19 MUARA TEWEH

Abstract

This study aims to analyze the influence of service quality, product quality and price on consumer satisfaction. Using descriptive analysis methods and statistical analysis methods. The questionnaire was distributed to 50 consumers of TABUNG GAS 12 Kg. The results of the Standardized Coefficients Beta of the Product Quality variable are greater than the other independent variables, namely 0.358. The results of the significance test of the T-test value of 2,567>2,014 the second hypothesis was accepted.Calculated F table > F table of 5.345> 2.80 is significant. Service Quality, Product Quality and Price have a significant effect simultaneously on the variable Consumer Satisfaction. Value of Standardized Coefficients Beta Service Quality (0.071), Product Quality (0.335) and Price (0.323). Product quality contributes to consumer satisfaction 25.8% and the remaining 74.2% is influenced by variables outside the study. It was concluded that the coefficient of determination R obtained an Adjusted R Square value of 25.8.