Saudi Journal of Humanities and Social Sciences (SJHSS)
Volume-3 | Issue-02 | 293-304
Original Research Article
Customer Satisfaction Model: Product Quality Analysis, Customer Relationship Marketing and Service Quality-Case Study on Water Supply Customers of Bintaro Jaya
Baruna Hadibrata, Chree Dasri Buchori, Nuryanti, Hapzi Ali
Published : Feb. 28, 2018
Abstract
Bintaro Jaya Clean Water Customer Satisfaction Model, Product Quality
Analysis, Customer Relationship Marketing and Quality of Service, aims to analyze the
Influence of Product Quality, Customer Relationship Marketing and Quality of Service
to Customer Satisfaction either partially or simultaneously. This research uses
questionnaire instrument and is a quantitative research with multiple linear regression
analysis tool with SPSS 2.00 analysis tool. Sampling technique used in this research is
Non Probability Sampling and Sampling Technique in this research is by using method
of Purposive Sampling, where researcher use deliberate deliberation in selecting member
of population which is considered appropriate in giving necessary information or sample
unit according to Certain criteria desirable research. This analysis is continued with
Determination Analysis (R Square), T test (partial) and F test (simultaneous). The results
of this study are that Product Quality, Customer Relationship Marketing and Quality
Services effect on Customer Satisfaction either partially or simultaneously. The better
quality of Customer Relationship Marketing and Quality of Service will be able to
increase Customer Satisfaction significantly.