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.

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Published

2022-04-10

Issue

Vol. 19 No. 1: March 2022

Section

Articles

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