Hayat, Nur Ainil (2026) Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan di Mellshoppage Siak. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the influence of Service Quality and Product Quality on Customer Satisfaction at Mellshoppage Siak. This research employs a quantitative approach. The population in this study consists of Mellshoppage customers, and a total of 96 respondents were selected as the sample using a purposive sampling technique based on the Lemeshow formula. The data were analyzed using Multiple Linear Regression Analysis. The results indicate that Service Quality has a positive and significant effect on Customer Satisfaction at Mellshoppage Siak. Furthermore, Product Quality also has a positive and significant effect on Customer Satisfaction. Simultaneously, both Service Quality and Product Quality have a positive and significant influence on Customer Satisfaction. This demonstrates that the better the service and the higher the product quality provided by Mellshoppage, the greater the level of customer satisfaction.

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