Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Usaha Kendik Garment

Rini Rika Sari Nasution; Replita Replita; Nur 3* Mutiah

doi:10.31004/koloni.v5i3.1435

Authors

Rini Rika Sari Nasution UIN Syekh Ali Hasan Ahmad Addary PadangSidimpuan
Replita Replita UIN Syekh Ali Hasan Ahmad Addary PadangSidimpuan
Nur 3* Mutiah UIN Syekh Ali Hasan Ahmad Addary PadangSidimpuan

DOI:

https://doi.org/10.31004/koloni.v5i3.1435

Keywords:

Product Quality, Service Quality, Consumer Satisfaction

Abstract

This study was motivated by the phenomenon as the emergence of consumer complaints regarding product quality, such as sloppy stitching and imprecise screenprinting results. In addition, the production process which is driven by targets when orders increase creates challenges in maintaining precision, resulting in inconsistent product quality. This study aims to determine the influence of product quality and service quality on consumer satisfaction at Kendik Garment. This is a quantitative study using primary data obtained through a questionnaire survey. The population for this study consists of consumers who have used garment manufacturing, embroidery, and screen printing services at Kendik Garment. This study used the Lemeshow formula to determine the sample size, resulting in a sample of 97 respondents. The sampling technique employed was non-probability sampling, specifically accidental sampling. To analyze the data, the researcher used the SmartPLS 4.0 software. The data analysis technique used was PLS analysis, specifically the Outer Model, which consisted of validity tests and reliability tests. The Inner Model consists of the Coefficient of Determination, Effect Size, Model Fit, and Hypothesis Testing. The results of this study indicate that: (1) Product Quality has a positive and significant effect on consumer satisfaction in the Kendik Garment business; (2) Service Quality has a positive and significant effect on consumer satisfaction in the Kendik Garment business. Based on these findings, it is hoped that future research will incorporate additional supporting variables and different samples to assess the consistency of the independent variables’ effects on consumer satisfaction.

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