The influence of product and service quality on the consumer satisfaction in PT. Main Commercial Hospi Palembang branch

Satri Oktahirsa; Zakaria Wahab; Muchsin Saggaf Shihab; Marlina Widiyanti

doi:10.31295/ijss.v4n2.1704

Authors

Satri Oktahirsa
satri.oktahirsa10@gmail.com
Master of Management, Sriwijaya University, Palembang, Indonesia
Zakaria Wahab Lecturer of Magister Management, Economic Faculty, Sriwijaya University, Palembang, Indonesia
Muchsin Saggaf Shihab Lecturer of Bakrie University, Jakarta, Indonesia
Marlina Widiyanti Lecturer of Magister Management, Economic Faculty, Sriwijaya University, Palembang, Indonesia

Keywords:

consumer complaints, consumer satisfaction, product quality, provide product, service quality

Abstract

The research was conducted to determine the quality of products and services on customer satisfaction at PT. Hospi Niaga Palembang Main Branch. The population in this study were all the company's consumers who purchased products from 2018 to 2019 from 13 hospitals. The sample used in this study was 100 respondents distributed through questionnaires to all consumers with the purposive sampling technique. Multiple linear regression analysis results show that product quality has a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction. The product quality variable is expected to provide product information, provide more precise information, and be given in various types of language in product usage instructions, provide direction and assistance to consumers in using the product, both at the beginning of the purchase and after the purchase is made. In the service quality variable, it is expected that the speed in responding to consumer complaints needs to be improved in carrying out their duties.

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