Analisis Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan Kayu Pada Perum Perhutani KBM Penjualan Kayu Wilayah Madiun Di Kota Kediri

Abstract

The problems that will be discussed in conducting this research are the problems related to the influence of service quality and pricing policy on customer satisfaction at Perum Perhutani KBM Timber Sales in the Madiun Region in Kediri City. The total population of 2700 with the Slovin formula approach obtained a sample of 96 respondents. The method used in this research is quantitative with descriptive statistics through reliability validity test, classical assumption test, multiple linear regression test. The results of this study indicate that there is a partially significant effect between service quality variables on customer satisfaction. There is a partially significant effect between the price variable (X2) on wood customer satisfaction. Service quality (X1) and price (X2) simultaneously have a positive and significant effect on customer satisfaction. It is expected to be able to improve the quality of service to customers and be able to determine price policies for products that are in accordance with customer expectations and still maintain product quality.