The impact of service quality, product quality and price on customer satisfaction: case study H&M

Hendiputri, Nandini Lupita (2017) The impact of service quality, product quality and price on customer satisfaction: case study H&M. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The main purpose of this study was to determine the impact of service quality, product quality, and price on customer satisfaction at H&M Tangerang and Jakarta. This study applies quantitative method. The data sources used in this thesis is primary data. Questionnaire method was used for data collection by distributing questionnaire to customers who experienced buying clothes from H&M. The questionnaire was distributed to 170 respondents. Data analysis method used in this thesis is multiple regression analysis. The results showed that the 3 hypothesis that has been tested are confirmed that service quality, product quality and price have a significant positive effect on customer satisfaction.

Item Type:	Thesis (Bachelor)
Creators:	Creators NIM Email Hendiputri, Nandini Lupita NIM00000007446 UNSPECIFIED
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor Nanga, Muana UNSPECIFIED UNSPECIFIED
Additional Information:	SK 11-13 HEN i 2017 ; 31001000289075
Uncontrolled Keywords:	Service Quality, Product Quality, Price, Customer Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User:	Ellen Feodora Teh
Date Deposited:	13 Oct 2023 07:45
Last Modified:	13 Oct 2023 07:45
URI:	http://repository.uph.edu/id/eprint/58433

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