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 method with 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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