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All Journal Jurnal Transformasi Bisnis Digital
Windi Septiani
Universitas Bina Sarana Informatika
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Pelanggan pada Warkop Agam Medan Cibinong Windi Septiani; Eigis Yani Pramularso
Jurnal Transformasi Bisnis Digital Vol. 3 No. 5 (2026): September : Jurnal Transformasi Bisnis Digital (JUTRABIDI)
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/jutrabidi.v3i5.1726

Abstract

This study was motivated by problems related to service quality and product quality at Warkop Agam Medan Cibinong that may affect customer satisfaction, such as inconsistent service and complaints regarding products. This study aims to analyze the effect of service quality and product quality on customer satisfaction at Warkop Agam Medan Cibinong. The study employed a quantitative method with an associative approach. The sample consisted of 100 respondents selected using purposive sampling based on predetermined criteria. Data were collected through questionnaires and analyzed using IBM SPSS Statistics version 25 with multiple linear regression analysis. The results show that service quality has a positive and significant effect on customer satisfaction. Product quality also has a positive and significant effect on customer satisfaction. Simultaneously, service quality and product quality have a positive and significant effect on customer satisfaction, with a coefficient of determination (R²) of 60.6%, while the remaining 39.4% is influenced by other factors not examined in this study. The study concludes that continuous improvements in service and product quality are necessary to increase customer satisfaction and maintain customer loyalty.
Co-Authors Eigis Yani Pramularso