Case Study of Biomass Stove: Effects of Product Quality and Service Quality on Customer Satisfaction

Abstract

Considering the intense competition, the customer satisfaction factor is a serious concern. Customer satisfaction can be a reference for improving the quality of goods to be sold and a tool for self-correction in improving the quality of a good service. Several factors that influence customer satisfaction (Y) in this study included product quality (X1) and service quality (X2). This study aimed to examine the effect of product quality and service quality on customer satisfaction of PT Putralink Makmur Jaya's biomass stoves. The customer satisfaction factor was influenced by many things. Several factors that influence customer satisfaction were product quality and service quality. The present study involved 150 clients. The samples were clients who used a biomass stove. The sample collection was based on a purposive sampling technique in which the research applied a quantitative research approach. Then, the questionnaire method was used by providing a list of questions directly to the respondent. The data analysis was performed using Multiple Regression Analysis through the SPSS version 22.0 program. The results of this study indicated that product quality and service quality have a positive and significant effect on customer satisfaction of PT Putralink Makmur Jaya biomass stove users.