THE EFFECT OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION

Fiqri Syafrullah Meidigraha; Yoki Oktorian Sukardi

doi:10.62567/micjo.v3i1.2084

Authors

Fiqri Syafrullah Meidigraha International Women University
Yoki Oktorian Sukardi International Women University

DOI:

https://doi.org/10.62567/micjo.v3i1.2084

Keywords:

service quality; product quality; customer satisfaction; garment industry; PDH shirts

Abstract

This study aims to analyze the effect of service quality and product quality on customer satisfaction for Daily Official Uniform Shirts (PDH) at PT Siso Extra Indonesia. The research employed a descriptive-verificative approach with a quantitative method. The population consisted of all customers of PT Siso Extra Indonesia during the period 2022–2024, totaling 383 customers, with a sample of 196 respondents selected using purposive sampling. Data were collected through a Likert-scale questionnaire and analyzed using multiple linear regression analysis.

The results indicate that service quality has a positive and significant effect on customer satisfaction with a significance value of 0.007 (< 0.05). Product quality does not have a significant effect on customer satisfaction, as indicated by a significance value of 0.131 (> 0.05). Simultaneously, service quality and product quality have a significant effect on customer satisfaction with a significance value of 0.013 (< 0.05). The coefficient of determination (R²) of 0.044 shows that 4.4% of customer satisfaction is explained by service quality and product quality, while the remaining percentage is influenced by other factors outside the research model. The findings highlight that service quality plays a dominant role in enhancing customer satisfaction in institution-based garment industries.

Downloads

Download data is not yet available.

References

Buku :

Agustin, M, & Syaodih. (2008).Bimbingan konseling untuk anak usia dini. Jakarta: Universitas Terbuka.

Brabender, V., & Fallon, A. (2009). Group development in practice: guidance for clinicians and researchers on stages and dynamics of change. Washington, DC: American Psychological Association.

Artikel in Press :

Lyznicki, J. M., Young, D. C., Riggs, J. A., Davis, R. M., & Dickinson, B. D. (2001). Obesity: Assessment and management in primary care. American Family Physician, 63(11), 2185-2196.

Jurnal :

Hodgson, J., & Weil, J. (2011). Commentary: how individual and profession-level factors influence discussion of disability in prenatal genetic counseling. Journal of Genetic Counseling, 1-3.

Fariq, A. (2011). Perkembangan dunia konseling memasuki era globalisasi. Pedagogi, II Nov 2011(Universitas Negeri Padang), 255-262.