Pengaruh Produk Serta Pelayanan Terhadap Kepuasan Konsumen di Sektor Industri Mebel

Abstract

Industries are established with the aim of increasing sales and achieving maximum profits. Every industry hopes that sales results can increase. The success of an industry in achieving this goal is greatly influenced by the company's own ability to understand consumer behavior which describes how consumers feel satisfied with goods or services. This research aims to find out whether the product has an effect on consumer satisfaction. To find out whether service has an effect on consumer satisfaction. To find out whether products and services have an effect on consumer satisfaction. The sample for this research was 65 consumers in the North Raman sub-district furniture industry. Data collection uses a questionnaire. And data analysis uses validity test, reliability test, normality test, linearity test, homogeneity test, T test, F test, and coefficient of determination test (R2) using the program (SPSS). The research results show that there is a positive and significant influence of the product on consumer satisfaction. There is a positive and significant influence of service on consumer satisfaction. There is a positive and significant influence of products and services on consumer satisfaction.