Pengaruh Kualitas Produk , Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Pelanggan Indihome

Abstract

Abstract

 

This study aims to analyze and describe the effects of Product Quality, Service Quality, and Price Perception on Customer Satisfaction of IndiHome (a study on FEB Students of Universitas Islam Malang Class of 2021). The population in this study consists of FEB UNISMA students from the Class of 2021 who have used IndiHome services. The sample size was determined using Slovin’s formula, resulting in 86 respondents. Data collection was done using a questionnaire. To address the research problems, SPSS was used with the following analysis methods: validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, F-test, t-test, and coefficient of determination (R²) test. The results show that Product Quality and Price Perception have a significant effect on Customer Satisfaction, while Service Quality does not have a significant effect on Customer Satisfaction.

 

Keywords: Customer Satisfaction, Product Quality, Service Quality, and Price Perception