PENGARUH KUALITAS PRODUK, HARGA DAN LAYANAN PURNA JUAL PRODUK pH METER HORIBA TERHADAP KEPUASAN KONSUMEN PT CAHAYATIARA MUSTIKA SCIENTIFIC INDONESIA

Abstract

The background of this research is the declining sales of pH Meter Horiba start 2013 to 2015, therefore company must set up new strategy to survive in laboraty business competition. In this resereach, the researcher wants to know the influence of product quality, price and service after sales quality of pH Meter Horiba toward customer satisfaction of PT PT Cahayatiara Mustika Scientific Indonesia. The respondents are the companies around Bekasi, Cikarang, Karawang dan Cikampek area who already use pH Meter Horiba in more than a year. Data collected by questionnaire method. This questionnaires were given to 50 respondents. The analysis trough quantitative analysis, including Validity and Reliability Test, The Classic Assumption Test, hypothesis test trough F Test, t Test and The Coefficient of Determination (R²). Linear Regression shows that product quality dan price influence positively but not significantly toward customer satisfaction. Whereas service after sales quality influence positively and significantly towards customer satisfaction. Based on F test, it shows that product quality, price and service after sales quality simultaneously influence customer satisfaction.