PENGARUH KUALITAS PELAYANAN DAN IMAGE PERUSAHAAN TERHADAP KEPUASAN PELANGGAN PADA CV. ADRIFAG JAYA, KAB. KUNINGAN, JAWA BARAT

Abstract

This study was conducted to see the extent of the impact of service quality and company image on customer satisfaction. the more responsive the company is in serving consumers, the higher the consumer's trust in the company which results in an increase in the company's image. when consumer trust increases, it will result in satisfaction for consumers when using products or services from the company. this research was conducted at CV. Adrifag Jaya which is engaged in the sale, maintenance and repair of products such as CCTV, Running Text, Digital Clocks and Cash Registers. Using a saturated sample of 40 customers. The results show that service quality has a positive and significant effect on customer satisfaction, company image affects customer satisfaction and service quality variables and customer satisfaction simultaneously affect customer satisfaction.