THE ANALYZE INFLUENCE OF ACCESSIBILITY, PRODUCT QUALITY, AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION (CASE STUDY OF SMART CARD USERS AT LIPPO CIKARANG)

Abstract

This research is find out analyze the influence of accessibility, product quality and service quality toward customers satisfaction on smartcard in Lippo Cikarang clusters. The Independent variable of this research are accsessibility, product quality and service quality and the dependent variable are customers satisfaction. The method that researcher used is multiple regression based on primary data that has specific information collected by the researcher and secondary data. The hypothesis testing in this research using T-test also F-test. Researcher takes 80 samples of 100 of total customers that using smartcard on clusters. In this research, the researher used method of simple random sampling. The results showed that the cause of the customers satisfaction on smart card are accsessibility, and service quality has a significant influence towards customer satisfaction and the product quality has no significant influence.