Analysis of Product Quality, Service Quality, and Customer Satisfaction at Waroeng Special Sambal "SS” West Jakarta

Abdul Gofur

Abstract


This study aims to analyze the effect of product quality and service quality on customer  satisfaction  at  Waroeng  Special  Sambal  customers  in  West Jakarta.  The  variables used  in  this  study  are  product  quality  and  service quality  as  exogenous,  and  customer  satisfaction  as  endogenous.  The sample   selection   used   probability   sampling   methodwith   incidental sampling  technique  and  the  sample  in  this  study  were  120  respondents who  were  customers  of  Waroeng  Special  Sambal  in  West  Jakarta.  The data processing method used is the  Structural Equation Modeling (SEM) method using IBM AMOS 22 software.The  results  of  this  study  indicate  that  product  quality  has  a  positive  and significant  effect  on  customer  satisfaction  with  an  estimated  value  of 0.302,  where  these  results  prove  that  food  and  beverage  products  at Waroeng Special Sambal produce satisfaction from their customers. Then the   following   results   show   that  Service   Quality  has   a   positive   and significant  effect  on  Customer  Satisfaction  with  an  estimated  value  of 0.503,   where   these   results   prove   that   the   services   provided   by   the employees  or  the  Waroeng  Special  Sambal  facilities  have  resulted  in satisfaction from their customers.


Keywords


Product Quality ; Service Quality ; Customer Satisfaction ;

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References


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DOI: https://doi.org/10.31334/bijak.v19i1.2183

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