THE EFFECT OF PRODUCT QUALITY AND E-TOLL SERVICE QUALITY ON CUSTOMER SATISFACTION IN. JASA MARGA (PERSERO) TBK JAGORAWI BRANCH

Asim, Eko Sembodo, Rushadiyati

Abstract


This study aims to determine the effect of E-Toll product quality on customer satisfaction, the influence of E-Toll service quality on customer satisfaction and knowing the effect of product quality and service quality on customer satisfaction PT. Jasa Marga (Persero) TBK Jagorawi Branch. The type of research used by researchers is quantitative research with survey methods. The research site was at the toll road of Taman Mini Indonesia Indah, East Jakarta in August 2018. The population target in this research was all toll road customers who came and paid tolls at the Cimanggis 3 toll gate and the number of samples was 80 respondents. Analysis of data in this study using SPSS, Version 22. The results of the study concluded that product quality has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, product quality and service quality have a significant effect on customer satisfaction PT. Jasa Marga (Persero) TBK Jagorawi Branch.

Keywords: Product Quality, Service Quality, Customer Satisfaction


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