HERMAWAN, RYAN FATKHUR (2024) ANALISIS PENGARUH CITRA MEREK, KUALITAS PRODUK, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PENGGUNA JARINGAN TELKOMSEL DI PURWOKERTO (Studi Pada Mahasiswa di Purwokerto). S1 thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aims to analyze the influence of brand image, product quality and service quality on consumer satisfaction of Telkomsel network users in Purwokerto. The sampling technique used a purposive sampling method using the Lemes Show formula with a significance level of 10%, with a total of 123 respondents taken using data collection techniques via a g-form questionnaire. Data analysis used the SPSS program which was analyzed using descriptive tests, validity tests, reliability tests, classical assumption tests, multiple linear regression analysis tests, coefficient of determination tests, f tests and t tests. The research results show that the brand image variable has no and insignificant effect, while the product quality and service quality variables have a positive and significant effect on consumer satisfaction. Based on the research results, the variable that has the most influence on consumer satisfaction is the service quality variable of 3.609. The results of the coefficient of determination test show that the influence of brand image, product quality and service quality on consumer satisfaction is 55.2%.

Dosen Pembimbing: RACHMAWATI, ERNY | nidn0608126701
Item Type: Thesis (S1)
Uncontrolled Keywords: brand image, product quality, service quality, consumer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen S1
Depositing User: Iin Hayuningtyas
Date Deposited: 11 Nov 2024 01:31
Last Modified: 11 Nov 2024 01:31
URI: http://repository.ump.ac.id/id/eprint/17474

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