The Impact of Service Quality and Product Quality to the Customer Satisfaction at PT Pos Inddonesia (Persero) Bekasi

Abstract

This study aims to determine how influential service quality and product quality are on customer satisfaction at PT Pos Indonesia (Persero) Bekasi empirically, both partially and simultaneously. This population is PT Pos Indonesia Bekasi consumers. This study used a sample of 90 respondents where the questionnaire was conducted via Google form. Sampling using the Probabillty Sampling method with a simple random sample method (Sample Random Sampling). The data analysis method uses Multiple Linear Regression Tests, with Partial and Simultaneous Hypothesis Tests processed using the SPSS Version 26.0 program. The results of this study indicate that the two independent variables, namely Service Quality and Product Quality, have a positive and significant effect both partially and simultaneously on Customer Satisfaction. In addition, in this study, service quality and product quality explain customer satisfaction by 70.4%, the remaining 29.6% is influenced by other factors.