The Effect of Service Quality, Product Quality, and Brand Image on Customer Satisfaction at Franchise Pt.Babarafi Indonesia Depo Sidoarjo Branch
Pengaruh Kualitas Layanan, Kualitas Produk, dan Citra Merek terhadap Kepuasan Pelanggan pada Waralaba Pt.Babarafi Indonesia Cabang Depo Sidoarjo
DOI:
https://doi.org/10.21070/ups.1533Keywords:
Service Quality, Product Quality, Brand Image, Customer SatisfactioAbstract
This study aims to determine the influence of service quality, product quality and brand image on customer satisfaction of PT. babarafi Indonesia in Sidoarjo branch. This research uses a quantitative approach. Sampling in the study using accidental sampling techniques, with the number of respondents as many as 105 respondents from PT. babarafi Indonesia in Sidoarjo branch consumers. Data collection techniques using questionnaires distributed through questionaire. Data analysis techniques in this study use multiple linear regression analysis. Data processing in this study using the SPSS 22 (Statistical Program For the Social Sciences) software program. The results of this study, show results that can prove that service quality has an effect on customer satisfaction, product quality has an effect on customer satisfaction, and brand image has an effect on customer satisfaction on franchise customers of PT. babarafi Indonesia in Sidoarjo branch.
Keywords Service Quality, Product Quality, Brand Image ,Customer Satisfactio
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