ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Pada Perumahan Komplek Amd Permai Banjarmasin)

Abstract

The  research  aims  to  fi nd  out  and  analyze  the  effect  of  product  quality  and service quality towards consumer’s satisfaction.

This research technique is using purposive sampling, as a sampel is inhabitant in residence of perumahan komplek AMD Permai Banjarmasin which is analyze using doubled regretion. 

The research shows that product quality plays quite a signifi cant role towards consumer’s  satisfaction.  Service  quality  affects  consumer’s  satisfaction signifi cant. And both product quality and service quality affects consumer’s satisfaction signifi cant.

Keywords : Product quality, service quality, consumer’s satisfaction.