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

Authors

  • Abdul Gofur Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

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

Keywords:

Product Quality, Service Quality, Customer Satisfaction,

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.

References

L. Cucu Sumartini and D. Fajriany Ardining Tias, “Consumer Satisfaction Analysis to Increase Sales Volume of Coffee Shops at Twilight,†J. E-Bis, vol. 3, no. 2, pp. 111–118, 2019, doi: 10.37339/e-bis.v3i2.124.

V. R. Herkaputra, “Analysis Of The Influence Of Product Quality And Service Quality On Consumer Satisfaction,†Anal. Biochem., vol. 11, no. 1, pp. 1–5, 2018, [Online]. Available: https://dspace.uii.ac.id/handle/123456789/5324.

Faradiba and S. R. T. Astuti, “Analysis Of The Influence Of Product Quality, Price, Location And Quality Of Service On Consumer’s Repurchasing Interest (Study On Warung ‘Bebek Gendut’ Semarang),†Diponegoro J. Manag., vol. 2, no. 3, pp. 1–11, 2013, [Online]. Available: http://ejournal-s1.undip.ac.id/index.php/djom.

S. Widjoyo, “The Influence of Service Quality and Product Quality on Customer Satisfaction and Consumer Loyalty of Happy Garden Restaurant Surabaya,†J. Manaj. Pemasar., vol. 2, no. 1, pp. 1–9, 2014, [Online]. Available: https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404.

N. Siregar and F. Hakim, “Effect of Image, Product Quality and Price on Customer Loyalty at Kampoeng Deli Medan Restaurant,†J. Manaj. Tools, vol. 8, no. 2, pp. 87–96, 2017.

A. Fiaziah and P. Niken, “The Effect of Product Quality, Price, and Service Quality on Consumer Satisfaction Fast Food Restaurant Kfc Basuki Rahmat Surabaya,†J. Tata Boga, vol. 7, no. 2, pp. 178–187, 1970.

P. Kotler, Keller, and K. Lane, Marketing Management 13th edition vols 1 and 2, Ketigabela. PT Gelora Aksara Pratama, 2011.

M. Ibrahim and S. M. Thawil, “Influence Of Product Quality And Service Quality On Customer Satisfaction,†J. Ris. Manaj. dan Bisnis Fak. Ekon. UNIAT, vol. 4, no. 1, pp. 175–182, 2019, doi: 10.36226/jrmb.v4i1.251.

L. Trianah, D. Pranitasari, and S. Z. Marichs, “The Influence Of Product Quality And Service Quality On Customer Satisfaction And Customer Loyalty (Case Study On D’besto Mangun Jaya 2 Tambun Selatan Customers),†vol. 26, no. 01, pp. 105–122, 2017, [Online]. Available: https://www.ejournal.stei.ac.id/index.php/JEMI/article/view/201.

Mahira, P. Hadi, and H. Nastiti, “The Effect of Product Quality and Service Quality on Indihome Customer Satisfaction,†Pros. Konf. Ris. Nas. Ekon. Manajemen, dan Akunt., vol. 2, no. 1, pp. 1267–1283, 2021, [Online]. Available: https://conference.upnvj.ac.id/index.php/korelasi/article/view/1233.

I. Gunawan, N. Susanti, and E. P. Monique, “The Influence Of Prices On Customer Satisfaction On Delivery Services In Pt . Sap Express Branch Bengkulu The Influence Of Prices On Customer Satisfaction On Delivery Services In Pt. Sap Express Bengkulu Branch,†vol. 1, no. 4, pp. 220–227, 2020, [Online]. Available: https://penerbitadm.com/index.php/JURNALEMAK/article/view/38.

K. D. Yuangga and D. Sunarsi, “Analysis of the Effect of Product Quality and Service Quality on Customer Satisfaction (Case Study on Holland Bakery Pamulang),†J. Guru Kita, vol. 4, no. 3, pp. 51–58, 2020, [Online]. Available: https://jurnal.unimed.ac.id/2012/index.php/jgkp/article/view/19455.

M. F. Khasan, E. Rochaety, and D. A. Akbari, “The Influence of Product Quality and Service Quality on Consumer Satisfaction in Purchasing Curry Bend Blok M,†J. ilmu Manaj., vol. 6, no. 1, pp. 1–13, 2021, [Online]. Available: file:///C:/Users/62812/Downloads/10130-30246-1-PB.pdf.

M. A. Khairusy and R. Febriani, “The influence of product quality and service quality on customer satisfaction (Survey on customers of KFC Store Merdeka Bandung),†J. Manaj. dan kewirausahaan, pp. 1–12, 2020, [Online]. Available: http://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/811.

N. Hartadi and N. E. Husda, “The Effect of Product Quality and Service Quality on Customer Satisfaction at PT Tanjung Uncang in Batam City,†J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 8, no. 3, pp. 34–43, 2020, doi: 10.35794/emba.v8i3.29412.

E. G. Asti and E. A. Ayuningtyas, “Effect of Service Quality, Product Quality and Price on Consumer Satisfaction (Effect of Service Quality, Product Quality and Price on Consumer Satisfaction),†J. Ekon. Manaj. bisnis, vol. 01, no. 01, pp. 1–14, 2020, [Online]. Available: http://journal.lppmpelitabangsa.id/index.php/ekomabis/article/view/2%0A.

R. R. Santoso and Khuzaini, “The Influence of Product Quality, Price, and Service Quality on Customer Satisfaction (Study on Lapis Kukus Pahlawan Surabaya at Rania Shop),†J. Ilmu dan Ris. Manaj., vol. 10, no. 2, pp. 1–16, 2021, [Online]. Available: http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/3908.

N. Ilmi and Khuzaini, “Effect of Product Quality, Price and Service Quality on Customer Satisfaction (Case Study on Customers of M22 Mini Cafe Surabaya),†Ilmu Dan Ris. Manaj., vol. 10, no. 6, pp. 1–15, 2021, [Online]. Available: http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/4071.

A. S. Aryamti and A. M. A. Suyanto, “Analysis of Product Quality, Service Quality and Brand Image on Customer Satisfaction at Beauty Clinics and Their Influence on Customer Loyalty,†E-Proceeding Manag., vol. 6, no. 1, pp. 131–138, 2019, [Online]. Available: https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/view/8544.

I. Sasangka and R. Rusmayadi, “The Effect of Service Quality on Sales Volume at Mini Market Minamart’90 Bandung,†J. Ilm. Manajemen, Ekon. Akunt., vol. 2, no. 1, pp. 129–154, 2018, doi: 10.31955/mea.vol2.iss1.pp129-154.

P. E. Setyo, “The Effect of Product Quality and Price on Consumer Satisfaction ‘Best Autoworks,’†PERFORMA J. Manaj. dan Start-Up Bisnis, vol. 1, no. 6, pp. 755–764, 2017, [Online]. Available: https://journal.uc.ac.id/index.php/performa/article/view/404.

N. K. Malhotra, D. Nunan, and D. F. Birks, Marketing Research Fifth Edition An Applied Approach, Fifth Edit. London: Pearson Education Limited, 2016.

F. Fitriyana, Mustafid, and Suparti, “Analysis of the Effect of Service Quality and Product Quality on Customer Loyalty in Online Shops Using Structural Equation Modeling,†J. Gaussian, vol. 2, no. April, pp. 129–135, 2013, [Online]. Available: https://ejournal3.undip.ac.id/index.php/gaussian/article/view/2776.

A. Sudirman, M. Butarbutar, T. Sihol Nababan, and D. Puspitasari, “Customer Loyalty of Gojek Users Viewed From the Aspects of Service Quality and Consumer Satisfaction,†J. Ilm. Manaj., vol. 63, no. 1, pp. 63–73, 2020, [Online]. Available: http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index.

A. O. Siagian and H. Wijoyo, “The impact of service quality and product quality on consumer satisfaction PT. Brilliant Sinar Jaya,†Insight Manag. J., vol. 1, no. 3, pp. 106–114, 2021, [Online]. Available: https://journals.insightpub.org/index.php/imj.

F. S. Maramis, J. L. Sepang, and A. S. Soegoto, “The Effect of Product Quality, Price and Service Quality on Consumer Satisfaction At Pt. Manado Water,†J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 6, no. 3, pp. 1658–1667, 2018, doi: 10.35794/emba.v6i3.20411.

H. Nofrianda, “Analysis Of The Influence Of Product Quality, Service Quality And Price On Consumer Satisfaction (Case Study On Consumer Industry/Bakery Shops In Bengkulu City),†Manag. Insight J. Ilm. Manaj., vol. 13, no. 1, pp. 71–85, 2019, doi: 10.33369/insight.13.1.71-85.

Downloads

Published

2022-04-10

Issue

Section

Articles