Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Layanan Indihome Di PT. Telkom Akses Regional Operation Center 2
Abstract
Abstract.
This research aims to determine the effect of product quality and service quality on customer satisfaction.
This research uses associative quantitative data with the population of this research, namely IndiHome
customers in region 2 which includes the Banten, Bekasi, Bogor, West Jakarta, Central Jakarta, South
Jakarta, East Jakarta, North Jakarta and Tangerang areas. The sampling technique in this study used
nonprobability sampling using accidental sampling technique, so that the number of respondents was
100 respondents. This research method uses multiple linear regression with the SPSS application
version 29.0.2.0 (20). The results of this research show that product quality has a positive and significant
effect on customer satisfaction, service quality has a positive and significant effect on customer
satisfaction. Overall, product quality and service quality have a positive and significant effect on customer
satisfaction.
Keywords: Product Quality, Service Quality, Customer Satisfaction
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