Pengaruh Customer Value Service Quality dan Product Quality terhadap customer satisfaction CV. Sumber Jaya di Surabaya

Abstract

Abstarct This study has a purpose which is to find out the influence of customer value, service quality and product quality to CV. Sumber Jaya's customer satisfaction in Surabaya. CV. Sumber Jaya is a trading company that moves in float glass distribution. The hypothesis that used in this research is that customer value, service quality and product quality affect customer satisfaction simultaneously and partically. Search type is descriptive, using census sampleing method. The population and sample of this research is all 41 of CV. Sumber Jaya's active customer Dara collecting method is by using questionnaires and data analysis method is multiple linear regression analysis, while to analyze this study the result of data that is using SPSS's program 17 version Research result concludes that customer value, service quality and product quality affects custumer satisfaction simultaneously Service quality Affect customer satisfaction partially