PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI APOTEK RAFFI FARMA CIKOTOK LEBAK BANTEN
Abstract
This study aims to determine the variable "Effect of Product Quality and service quality on customer satisfaction at Raffi farma pharmacy Cikotok Lebak Banten". The research method used in this study is descriptive with a quantitative approach. The data analysis used includes: Descriptive Statistical Test, Normality, Multicollinearity, Heteroscedasticity, Multiple Linear Regression, t Test (Partial), Test F (Simultaneous), Correlation Coefficient (R) and Coefficient of Determination (R2). The research results from the t test show that the significance value of the 3 independent variables is more than 0.05 with a coefficient of determination (R2). independent variable is more than 0.05, thus it can be concluded that partially both product quality and service quality affect customer satisfaction. service Affects Customer Satisfaction. Meanwhile, from the results of the F test (simultaneous) obtained a significance value of 0.000 (0.000 <0.05) and an Fcount value of 163.866 which means Fcount is greater than Ftable (163.866> 3.094), which means that the variables Product quality and service quality affect customer satisfaction. From the correlation coefficient test results, the value of R value of 0.889 which is the variable Product Quality and Service Quality have a very strong very strong correlation relationship to Customer Satisfaction. And from the results of the coefficient of determination (R2) test, the adjusted R square value value of 0.790, which means that the influence of the variables of Product Quality and Service Quality on Customer Satisfaction in this study is 79.0%, while the rest of the variables of Product Quality and Service Quality on Customer Satisfaction is 0.790.
References
Asti, E., & Ayuningtyas, E. (2020). Pengaruh Kualitas Pelayanan, Kualitas ProdukDan Harga Terhadap Kepuasan Konsumen. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(01), 1-14.
Attamimi, F. M., Hufron, M., & Rahman, F. (2020). Pengaruh Kualitas Pelayanan, Harga, dan Ketepatan waktu terhadap Kepuasan Kosumen (studi pada konsumen jne kota malang). Jurnal Ilmiah Riset Manajemen, 9(16).
Afnina dan Yulia Hastuti urnal samudra ekonomi dan bisnis, vol 9, no 1 januari 2018
Andri Cahyo Purnomo INOVASI Vol 1 No. 2 Mei (2022) – P-ISSN : 2809-0403 E-ISSN : 2809-0268
Dai, K. E., Kalangi, J. A., & Rogahang, J. J. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan pelanggan Jasa Service PT. Kumala Cemerlang Abadi (Wuling Motors) Malalayang. Productivity, 3(2), 102-106
DeFritz, P. Q. 2020. PENGARUH E-Service Quality terhadap Kepuasan Pelanggan (Studi Kasus Kimia Farma Official Shop di E-Marketplace Shopee). Skripsi Fakultas Ekonomi dan Bisnis Manajemen Universitas Pertamina Jakarta.
Darmawan, K. G., Yulianthini, N. N., & Mahardikha, A. N. Y. M. (2020).
Febrilia, I. (2019). Pengaruh kualitas pelayanan, harga dan citra merek terhadap Kepuasan pelanggan pengguna transportasi ojek online grab. JRMSI- JurnalRiset Manajemen Sains Indonesia, 10(1), 204-225.
Hasibuan, Malayu S. P. (2019). Manajemen: dasar, pengertian, dan masalah. Jakarta : Bumi Aksara.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan (Cetakan Pertama). Unitomo Press. Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT
Laksana. (2018). Manajemen Pelayanan Publik. Bandung: CV Pustaka Setia.
Maisah, M., Mahdayeni, M., Maryam, M., dan Muhammad Roihan Alhaddad. (2020). Penerapan 7p sebagai strategi pemasaran pendidikan tinggi. Jurnal Ekonomi Manajemen Sistem Informasi,
Melisari, M., Farida, E., & Millaningtyas, R. (2022). Pengaruh Kualitas Pelayanan, Ketepatan Waktu, Dan Kepercayaan Layanan J&T Express Terhadap Kepuasan pelanggan Berbelanja Di Marketplace (Studi Kasus Pada Mahasiswa FEB Unisma). Jurnal Ilmiah Riset Manajemen, 11(05). Pengaruh Kualitas Pelayanan, Harga Dan Citra Toko Terhadap Kepuasan Konsumen. Prospek: Jurnal Manajemen dan Bisnis, 2(1),
Rofiah (2017) Jurnal Ilmiah Ilmu Pendidikan, Ilmu Ekonomi, dan Ilmu Sosial79ISSN 1907-9990 | E-ISSN 2548-7175 | Volume 17Nomor 1(2023) 74-82.
Sambodo Rio Sasongko (2021). Faktor-faktor kepuasan pelanggan dan lpyalitas pelanggan . (Literature review manajemen pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104-114.
Tombeng, B., Roring, F., & Rumokoy, F. S. (2019). Pengaruh Kualitas Pelayanan, Harga Dan Kualitas Produk Terhadap Kepuasan pelanggan Pada Rumah Makan Raja Oci Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 7(1)
