INFLUENCE OF SERVICE QUALITY AND PRODUCTS ON CUSTOMER SATISFACTION IN PNM MEKAAR NGRONGGOT NGANJUK DISTRICT

Abstract

This study aims to determine the effect of service and product quality on customer satisfaction at PNM Mekaar Ngronggot Nganjuk Regency. This research is an ex-post facto research because this research was conducted to examine events that have occurred and then trace back to find out the factors that can cause these events to occur. The population in this study are all customers who make transactions at PNM Mekaar Ngronggot Nganjuk Regency. While the sample in this study is as many as 100 respondents. To determine the sample size, the researcher used the Slovin formula. Methods of data collection using the questionnaire method, observation method, and documentation method. While the method of data analysis using percentage descriptive analysis, classical assumption test, and multiple linear regression analysis, simultaneous significant test (F test), t test (partial), and test the coefficient of determination (R2). From the results of this study it can be concluded that: (1) There is a positive and significant influence of service quality variables on customer satisfaction at PNM Mekaar Ngronggot, Nganjuk Regency. (2) There is a positive and significant effect of product variables on customer satisfaction at PNM Mekaar Ngronggot, Nganjuk Regency. (3) There is a Positive and Significant Influence on service and product quality variables together on customer satisfaction at PNM Mekaar Ngronggot, Nganjuk Regency.