Pengaruh Kualitas Produk dan Pelayanan terhadap Kepuasan Konsumen Air Galon Isi Ulang Biru di Perum Karawaci Kota Tangerang

Abstract

This study aims to analyze the effect of product quality and service quality on consumer satisfaction with Blue Refillable Water Gallons in the Karawaci residential area, Tangerang City. This study employed a quantitative method with a descriptive approach. Data were collected through questionnaires distributed to 96 respondents selected using probability sampling with a random sampling method. Data analysis was conducted using the Statistical Package for the Social Sciences (SPSS) version 25, including validity and reliability tests, classical assumption tests, linear regression analysis, correlation analysis, the coefficient of determination, and hypothesis testing using t-tests and an F-test. The results indicate that product quality and service quality each have a positive and significant effect on consumer satisfaction. Simultaneously, both variables also have a significant effect on consumer satisfaction. The coefficient of determination of 0.979 indicates that product quality and service quality explain 97.9% of the variation in consumer satisfaction, while the remaining 2.1% is explained by other factors outside the research model. These findings highlight the importance of product quality and service quality in improving consumer satisfaction with Blue Refillable Water Gallons in the Karawaci residential area, Tangerang City.