Social Science and Human Research Bulletin

The rapid development of communication technology has transformed usage. As Apple’s flagship product, the iPhone is known for its quality and innovative features. This study aims to analyze the influence of perceived quality and product knowledge on customer satisfaction among iPhone users at State Polytechnic of Malang. This quantitative explanatory study involved 120 active students who had used an iPhone for at least one year, selected through purposive sampling. Data were collected through an online questionnaire and analyzed using multiple linear regression with SPSS version 26. The results showed that perceived quality and product knowledge partially a simultaneously had significant effect on customer satisfaction, with significance valued below 0.05. The coefficient of determination (R2) was 0.902, indicating that 90,2% of the variation in customer satisfaction was explained by these two variables. Therefore, perceived quality and product knowledge have positive and significant effects on customer satisfaction among iPhone users.

perceived quality, product knowledge, customer satisfaction, iPhone

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