The Influence of Product Quality and After Sales Services on Customer Satisfaction of Services Company Making Moulding Injection (Study Kasus Cv Ata)


Authors : Yos Hefianto A. P, Risky Firlanda Putra, Erry Rimawan.

Volume/Issue : Volume 3 - 2018, Issue 8 - August

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://goo.gl/3hnJCJ

Thomson Reuters ResearcherID : https://goo.gl/3bkzwv

National plastic consumption is around 10 kilograms (kg) per capita (Indonesia). That number is much lower than that of Singapore which is 80 kg, Malaysia 64 kg, Thailand 42 kg, Europe and the United States (US) more than 100 kg. Based on Ministry of Industry data, there are currently around 925 plastic producers in the country, with a total workforce of 37,327 people. National plastic needs are 4.6 million tons, with an average increase of 5% over the past five years. The purpose of this study was to determine the effect of product quality, and service quality on customer satisfaction in making plastic injection molding. Primary data used in this study were obtained through questionnaires taken directly from respondents as many as 28 people, where the respondents were CV ATA customers spread across Indonesia. The type of research used is associative research and analysis techniques using multiple linear regression. The results showed that product quality, and service quality had a positive effect on customer satisfaction on molding customers at CV ATA. Product quality is very influential on customer satisfaction, service quality has a significant effect on customer satisfaction. The company still has to improve the quality of its products and services, in order to keep customers who are always loyal and able to compete with other companies.

Keywords : quality product, service quality, customer satisfaction.

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