The effect of product quality and service quality on customer satisfaction in crocodile skin crafts industry

Abstract

Abstract This research aimed to test and analyze the influence of product quality and service quality on customer satisfaction by submitting two research hypotheses. The number of respondents in this study was 120 respondents who were consumers of crocodile skin craftsmen in Merauke. This study uses data analysis techniques using SEM AMOS 22.0 for the development of research constructs and also hypothesis testing. From the results of data analysis that has been done, it can be concluded that the constructs formed can be accepted and then the results of the study show that the variable quality of the product and also the quality of service variables have a positive and significant effect on customer satisfaction.

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