The Influence of Product Quality, Price, Brand Image and Excellent Service on Consumer Satisfaction

(Study on Aqua Products in Malang City)

The purpose of this study is to examine the relationship between product quality, price, brand image, and service excellence on consumer satisfaction with AQUA products. Using partial least squares (PLS) as the data analysis technique, we analyzed responses from a sample of 240 respondents. The results indicate that product quality, price, and service excellence do not significantly influence consumer satisfaction with AQUA products. In contrast, brand image positively influences customer satisfaction. Based on these findings, we recommend improving product quality and adjusting pricing strategies. Although customer service is not a primary factor in consumer satisfaction, companies should ensure a consistent and positive experience at every touchpoint to maintain a strong brand image.