ANALISIS PENGARUH KUALITAS PRODUK, DISTRIBUSI DAN PELAYANAN PURNA JUAL TERHADAP KEPUASAN PELANGGAN PERUSAHAAN KEMASAN PLASTIK PT. JAYATAMA SELARAS

Abstract

Abstract: This study aims to find out relationship between Product Quality,
Distribution and After Sales Services toward Customer Satisfaction at the PT. Jayatama Selaras. Independent variables were in this study included Product Quality, Distribution and After Sales Services while Customer Satisfaction became dependent variable. In this study, data collection was conducted using a survey method with purposive sampling by questionnaires with 76 business to business respondents. The results obtained through data processing using SPSS version 20 revealed that Product Quality and After Sales Services affected Customer Satisfaction. Beside, there was also a simultaneous effect on the observed of variables Product Quality, Distribution and After Sales Services on Customer Satisfaction. The conclusion of this study indicated that to improve Customer Satisfaction, PT. Jayatama Selaras must maintain and
improve product quality and After Sales Services.
Keywords: Quality Product, Distribution, After Sales Services, Customer Satisfaction