THE EFFECT OF SERVICE QUALITY, PRICE, PRODUCT QUALITY AND EMOTIONAL ON CUSTOMER SATISFACTION USERS OF MAXIM APPLICATION SERVICES IN BANDAR LAMPUNG CITY

Abstract

This study aims to determine how the influence of service quality, price, product quality and emotional. The type of data used in this study is primary data obtained through questionnaires. The population in this study was taken from 110 respondents who are residents of Bandar Lampung City. Sampling used a non-probability sampling technique with the sampling method used was accidental sampling. Data analysis in this study used several methods including Data Quality Test (validity and reliability). Classical Assumption Test (Normality, Multicollinearity, and Heteroscedasticity Test). Multiple Linear Regression Test, Coefficient of Determination Test and hypothesis testing (partial t-test and simultaneous F-test). The results showed that there was a simultaneous positive and significant influence between service quality, product quality, price and emotion on customer satisfaction. Keywords : service quality1, price, product quality2, emotional3, satisfaction  customer