Eveline Stheny, Irvan Surya, Alvin Caesar, Fenny Cindy Amelia, Fidelis Iwan Syahputra Sihombing, Musa Christian Siringoringo, Agus Rahmadsyah

The Influence Of Product Quality And Service Quality On Customer Satisfaction At Toko Bangunan Sukses Abadi

Introduction

The influence of product quality and service quality on customer satisfaction at toko bangunan sukses abadi. Kaji pengaruh kualitas produk & layanan terhadap kepuasan pelanggan di Toko Bangunan Sukses Abadi. Temukan bagaimana keduanya secara parsial & simultan mempengaruhi kepuasan konsumen.

Abstract

Penelitian ini bertujuan untuk mengkaji tentang kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan pada Toko Bangunan Sukses Abadi. Teknik perolehan data melalui penyebaran kuesioner kepada pelanggan dan observasi secara langsung di Toko Bangunan Sukses Abadi. Teknik analisis data pada penelitian menggunakan analisis regresi linier berganda. Pengujian hipotesis dalam penelitian ini menggunakan uji T dan uji F dengan program perangkat lunak SPSS versi 25. Hasil penelitian melalui uji T menunjukkan bahwa kualitas produk memiliki pengaruh parsial terhadap kepuasan pelanggan dan kualitas layanan memiliki pengaruh parsial terhadap kepuasan pelanggan. Hasil uji F menunjukkan bahwa kualitas produk dan kualitas pelayanan bersama-sama berpengaruh secara simultan terhadap kepuasan pelanggan pada Toko Bangunan Sukses Abadi.

Review

This study directly addresses a highly relevant topic within business management and marketing, specifically the impact of product and service quality on customer satisfaction at Toko Bangunan Sukses Abadi. The abstract clearly outlines the research objective, which is to investigate these relationships. Utilizing standard quantitative methodologies, including questionnaire distribution and direct observation for data collection, followed by multiple linear regression analysis, T-tests, and F-tests via SPSS, the research offers clear findings. It concludes that both product quality and service quality individually (partially) influence customer satisfaction, and collectively (simultaneously) have a significant impact on customer satisfaction at the specified building materials store. These findings align with established marketing principles and provide practical insights for the target business. From a methodological standpoint, the study employs appropriate statistical tools to test the stated hypotheses, lending credibility to its quantitative conclusions. The use of both questionnaire data and direct observation suggests a triangulation approach, potentially strengthening the data collection process, though the abstract does not elaborate on how observation data was integrated or weighted. A minor point for improvement, not explicitly detailed in the abstract, would be the sample size and demographic characteristics of the respondents, which are crucial for assessing the generalizability and robustness of the findings. Further, a brief description of how product quality and service quality were operationalized and measured within the questionnaire would enhance the transparency of the research design. The practical implications of this research are clear for Toko Bangunan Sukses Abadi, offering actionable insights for improving customer satisfaction through focused efforts on both product and service attributes. While specific to one store, the general relationships identified between quality dimensions and satisfaction resonate broadly across the retail sector. For future research, it would be beneficial to delve deeper into *which specific aspects* of product quality (e.g., durability, variety, price-performance ratio) and service quality (e.g., responsiveness, empathy, tangible aspects) are most impactful. Additionally, exploring potential mediating or moderating variables, such as brand perception or competitive landscape, could provide a more nuanced understanding of customer satisfaction dynamics in this market segment.

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