PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT. MEWAH INDAH JAYA MEDAN

Trans Ningsih dan Ega Elsinta

Abstract

This study aims to determine the quality of products and services have an effect on
purchasing decisions at PT. Mewah Indah Jaya Medan. This research uses
descriptive quantitative. The population in this study were all consumers of PT.
Mewah Indah Jaya Medan, where the total population is 1,835 customers per year.
The samples obtained totaled 95 consumers. Sources of data use secondary and
primary data. The data analysis technique used descriptive analysis, normality test
consisting of classical assumption test, multiple linear regression test. Hypothesis
testing consists of simultaneous test and partial test (t test). The results showed
multiple regression analysis obtained the regression equation is Y = 5.456 +
0.256X1 + 0.261X2. Simultaneous testing shows that the variable product and
service quality is 43,102 compared to the Ftable value (2,7), it can be concluded that
the two independent variables, namely product quality (X1) and service (X2)
simultaneously have a significant relationship / influence on customer satisfaction (Y
) PT. Mewah Indah Jaya Medan. The results of the coefficient of determination show
that the Adjusted R Square is 0.473, which means that the contribution of variable
product quality and service to variable customer satisfaction is 47.3%, the
remaining 52.7% is influenced by other factors not included in this study.