THE IMPACT OF PRODUCT QUALITY AND LEAD TIME ON CUSTOMER SATISFACTION IN RUMA BATAK BOUTIQUE

Paul S. Hutauruk, Tenaka Budiman, Christoval Theodorre Martua, Eri Ryan Wijaya Rambe

Abstract


Ruma Batak is a boutique that accepts orders for making typical Batak fashion products. The production system uses the make-to-order method. The problem faced by the company is sudden demand for product orders, and the production process exceeds the time offered. The research aims to measure the level of customer satisfaction at Ruma Batak Boutique through surveys, interviews, or other research instruments. This research uses a quantitative method. Sample data will be obtained using a questionnaire method and then processed using SPSS version 26 software. The results of this research show that product quality and product delivery time are two important factors that impact customer satisfaction at Ruma Butik Batak, and there need to be improvements in production services to increase customer satisfaction.


Keywords


customer satisfaction; product quality; service quality; lead time; boutique; customer loyalty

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References


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DOI: https://doi.org/10.25292/atlr.v6i0.651

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