| dc.description.abstract |
The determinants of customer satisfaction include product quality, service quality
and price. Product quality is the ability of a product to carry out its functions, this
ability includes durability, reliability, accuracy, ease of operation and repair and
is obtained by the product as a whole to produce products that have good quality.
Services are said to be of quality or satisfactory if these services can meet the needs
and expectations of consumers. Service quality is the level of excellence expected
and control over that level of excellence to meet customer expectations. Price is the
amount of money charged for a product or service with the sum of all the values
exchanged by consumers or the benefits of having by using the product or service.
The purpose of this study was to determine the effect of product quality, service
quality and price on customer satisfaction at Resto Seafood Setti Hj. Etti. This study
uses a quantitative approach and uses primary data by distributing questionnaires
to consumers of Resto Seafood Setti Hj. Etti. The research results obtained multiple
linear regression equation Y = 1.657 + 0.446 (X1) + 0.392 (X2) + 0.245 X3 + e.
From the results of the t test proves that partially the product quality variable has
a significant effect on customer satisfaction with t-count > t-table that is (3.971 >
1.966), service quality has a significant effect on customer satisfaction with t-count
> t-table (3.628 > 1.966), and price has a significant effect on customer satisfaction
with t-count > t-table (2.359 > 1,986). Then the results of the F test prove that
product quality, service quality, and price simultaneously have a significant effect
on customer satisfaction at Resto Seafood Setti Hj. Etti with the F-count value
greater than F-table, namely (87.105 > 3.128) with a significance value of 0.000
<005. Based on the results of this analysis, it can be concluded that product quality,
service quality and price have a significant influence both partially and
simultaneously on customer satisfaction at Resto Seafood Setti Hj. Etti. From the
results of the determination test the R Square value is 0.731, this implies that the
variables X1, X2, X3 have a simultaneous influence on the Y variable of 73.1% and
26.9% are influenced by other factors. |
en_US |