PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN PELANGGAN SOFYAN FROZEN

Annisa  Safitri; Fatimatu  Zahroh; Rafi  Naufaliadi; Ramadhon Tricahyo  Nugroho; Mohammad Sofyan; Nur Fitri  Rahmawati; Anita  Maulina

doi:10.53363/buss.v2i2.99

Authors

Annisa Safitri Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Fatimatu Zahroh Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Rafi Naufaliadi Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Ramadhon Tricahyo Nugroho Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Mohammad Sofyan Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Nur Fitri Rahmawati Institut Ilmu Sosial dan Manajemen STIAMI Jakarta
Anita Maulina Institut Ilmu Sosial dan Manajemen STIAMI Jakarta

DOI:

https://doi.org/10.53363/buss.v2i2.99

Keywords:

Product Quality, Service Quality, Customer Experience, Customer Satisfaction, Kepuasan Pelanggan, Kualitas Pelayanan, Kualitas Produk

Abstract

The purpose of this study was to analyze the effect of each variable Product Quality, Service Quality, and Customer Experience on Customer Satisfaction in Sofyan Frozen on the Shopee platform. This research uses SPSS 20 program. The analysis technique uses validity, reliability, classical assumptions with hypotheses, and multiple linear analysis. The results showed that the variables of Product Quality, Service Quality, and Customer Experience had a significant effect on Sofyan Frozen's customer satisfaction. Product Quality, Service Quality, and Customer Experience simultaneously have a significant effect on Sofyan Frozen's customer satisfaction. The three independent variables greatly affect Sofyan Frozen's customer satisfaction. The Adjusted R square figure of 0.913 indicates that 91.3% of customer satisfaction can be explained by the three independent variables used in the regression equation. While the remaining 8.7% is explained by other variables not included in this research model

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