PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI GRAND HGN PANGKEP

Nurzakinah. 2025. The Influence of Service Quality on Customer Satisfaction at Grand HGN Pangkep, supervised by Fitriani Latief and Januar Kulsaputro.
This study aims to analyze (1) The influence of product quality on customer satisfaction at Grand HGN Pangkep store. (2) The influence of service quality on customer satisfaction at Grand HGN Pangkep store. (3) The simultaneous influence of product quality and service quality on customer satisfaction at Grand HGN Pangkep store.
The study employed a quantitative approach with a sample size of 100 respondents who are customers of Grand HGN Pangkep. The study utilized multiple linear regression analysis, with data collected through questionnaires using a Likert scale.
The research findings indicate that (1) Product quality does not have a positive and significant partial influence on customer satisfaction, while service quality has a positive and significant partial influence on customer satisfaction. (2) Product quality and service quality have a positive and significant simultaneous influence on customer satisfaction. (3) The variable of service quality has the most positive and significant influence on customer satisfaction.