The influence of conveyor belt quality on customer satisfaction PT. Karet Ngagel Surabaya Wira JATIM

Abstract

Product quality is an important thing that needs to be considered by producers in order to increase customer satisfaction. This study aims to determine the effect of product quality Conveyor Belt on customer satisfaction PT. Ngagel Rubber Surabaya Wira East Java. The dimensions of product quality include product performance, product features, reliability, product specifications, product durability, warranty availability, product aesthetics. This research uses descriptive quantitative research. This research uses a survey by distributing questionnaires to respondents. The analysis technique used in this study is multiple linear regression. The results of this study are product performance and product features have a significant effect on customer satisfaction, while reliability, product specifications, product durability, warranty availability, and product aesthetics have no effect on customer satisfaction. This study also states that the dimensions of product quality have a significant effect together on customer satisfaction.