PENGARUH KUALITAS PELAYANAN,KUALITAS PRODUK DAN PERSEPSI NILAI TERHADAP KEPUASAN KONSUMEN PRODUK KOSMETIK (JAFRA)

The Effect Of Service Quality, Product Quality And Value Perception On Consumer Satisfaction Of Jafra Cosmetic Products

Ayu Humairotu Zahro1
Syahrul Alim2

Abstract

This research aims to determine the influence of service quality, product quality and trust on interest in purchasing JAFRA products. This research used quantitative methods and a questionnaire which was distributed to 100 respondents, the data was processed using SPSS version 22. The partial research results show that service quality has a significant and positive influence on interest in purchasing JAFRA products, as evidenced by the t-count value of 4.512 which is greater than t table 1.98498 and a sig value of 0.000 which is smaller than 0.05. Product quality has a positive and significant effect on interest in purchasing JAFRA products with a calculated t-value of 3.922 which is greater than the t table and a sig value of 0.000 which is smaller than 0.05. Trust does not have a positive and significant effect on buying interest with a calculated t-value of 0.250 which is smaller than the t table and a sig value of 0.803 which is greater than 0.05.

Keywords: service quality, product quality, trust, consumer satisfaction