The Effect of Product Quality and Service Quality in Creating Customer Satisfaction: The Case of BPJS Ketenagakerjaan Batam Nagoya
No Thumbnail Available
Date
2024-06-19
Authors
Desti, Audia Rahma
Journal Title
Journal ISSN
Volume Title
Publisher
The International Conference on Applied Economics and Social Sciences (ICAESS)
Abstract
The aim of this study is to investigate the impact of both product quality and service quality on Batam Nagoya Employment BPJS customer satisfaction. The research was conducted on 100 respondents, namely BPU participants of the Batam Nagoya Employment BPJS who became the research population. In carrying out this research using primary data taken through questionnaire survey techniques using a likert scale, distributing questionnaires using accidental sampling techniques. The data was analyzed using the SmartPLS 3.29 software tool. The results of the study show that product quality has no significant effect on customer satisfaction. Meanwhile, service quality affects customer satisfaction.
Description
Keywords
TECHNOLOGY::Civil engineering and architecture::Surveying, FORESTRY, AGRICULTURAL SCIENCES and LANDSCAPE PLANNING::Product science
Citation
APA Style