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All Journal Jurnal For Management Student (JFMS)
Azizah, Ana Chosiatul
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN (STUDI KASUS RUMAH MAKAN MAMI LAMPUNG) Mustofa, Ahmad; Azizah, Ana Chosiatul; F Sanjaya, Vicky
Journal for Management Student (JFMS) Vol. 3 No. 1 (2023): Journal For Management Student (JFMS)
Publisher : Faculty of economcs Universitas Singaperbangsa Karawang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35706/jfms.v3i1.11886

Abstract

This research aims to determine the influence of service quality, namely: Physical evidence (tangibles);Reliability (reliability); Responsiveness (responsiveness); Guarantee (assurance); Empathy, as well as theinfluence of product quality, namely: 1) Performance is related to the basic operating characteristics of aproduct. 2) Durability on customer satisfaction at the Mami Lampung restaurant with a sample of 93 customers.The sample was carried out by collecting data through a questionnaire. Data analysis uses PLS analysis whichshows the results that service quality and product quality have a positive and significant effect on customersatisfaction. Keywords : Service Quality; Product Quality; Customer Satisfaction; Restaurant
Co-Authors Ahmad Mustofa Vicky F Sanjaya