Pengaruh Word Of Mouth dan Harga serta Kualitas Produk Galvalum terhadap Kepuasan Pelanggan pada CV Mitra Kontruksi Di Lumajang

Abstrak

This study aims to determine the effect of word of mouth and price and quality of Galvalum products on customer satisfaction in CV. Mitra Kontruksi in Lumajang. This research is a quantitative research by finding associative association that is causal or research that is asking about the relationship between two or more variables and causality. The sample taken is 60 people. Sample technique used is simple random sampling (simple random sampling). The results of this study indicate that partially the word of mouth has no significant effect on customer satisfaction, the price has a significant effect on customer satisfaction, and product quality has no significant effect on customer satisfaction. Simultaneously word of mouth and price and product quality have a significant effect to customer satisfaction Galvalum at CV. Mitra Kontruksi in Lumajang. The resulting multiple linear regression function is Y = 18.695 + 0.091X1 + 0.315X2 - 0.066X3 + e. The result of determination coefficient shows that 15,6% of customer satisfaction can be explained by independent variable that is word of mouth, price, and product quality, while the rest is 84,4% customer satisfaction influenced by other variables not examined in this research. The limitation of this research is only to examine word of mouth and price and product quality as a factor influencing customer satisfaction, while other variables that can influence customer satisfaction are expected to be examined by next researcher in different period and internet service.