Customer Satisfaction Model: Product Quality Analysis, Customer Relationship Marketing and Service Quality-Case Study on Water Supply Customers of Bintaro Jaya
Journal Title: Saudi Journal of Humanities and Social Sciences - Year 2018, Vol 3, Issue 2
Abstract
Abstract:Bintaro Jaya Clean Water Customer Satisfaction Model, Product Quality Analysis, Customer Relationship Marketing and Quality of Service, aims to analyze the Influence of Product Quality, Customer Relationship Marketing and Quality of Service to Customer Satisfaction either partially or simultaneously. This research uses questionnaire instrument and is a quantitative research with multiple linear regression analysis tool with SPSS 2.00 analysis tool. Sampling technique used in this research is Non Probability Sampling and Sampling Technique in this research is by using method of Purposive Sampling, where researcher use deliberate deliberation in selecting member of population which is considered appropriate in giving necessary information or sample unit according to Certain criteria desirable research. This analysis is continued with Determination Analysis (R Square), T test (partial) and F test (simultaneous). The results of this study are that Product Quality, Customer Relationship Marketing and Quality Services effect on Customer Satisfaction either partially or simultaneously. The better quality of Customer Relationship Marketing and Quality of Service will be able to increase Customer Satisfaction significantly. Keywords:Customer Satisfaction, Product Quality, Customer Relationship Marketing and Quality of Service.
Authors and Affiliations
Baruna Hadibrata, ChreeDasri Buchori, Nurya nti, Hapzi Ali
Keywords
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