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All Journal PENG: Jurnal Ekonomi dan Manajemen Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Fitria Sopiatul Lutfi
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Economics, Econometrics & Finance

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Journal : Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis

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Pengaruh Kualitas Pelayanan dan Kualitas Produk Makanan terhadap Kepuasan Konsumen pada Tempat Makan Sego Pedas Basman Cabang Telagasari Fitria Sopiatul Lutfi; Aji Tuhagana; Zenita Apriani
Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis Vol. 4 No. 3 (2024): November : Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jaemb.v4i3.5861

Abstract

This paper aims to determine the effect of service quality and product quality on customer satisfaction at the Sego Pedas Basman Telagasari branch. The study used a quantitative approach with a survey technique, where data was collected by distributing questionnaires to 96 respondents who were consumers of Sego Pedas Basman. The results of the study indicate that the quality of food products has a significant partial effect on consumer satisfaction, especially in terms of taste, texture, cleanliness, and presentation. In addition, friendly, fast, and attentive service quality also contributes to forming a positive consumer experience. Simultaneously, both variables, service quality and product quality, have a significant effect on customer satisfaction, with a coefficient of determination of 71.2%. This shows that both factors provide a dominant contribution to consumer satisfaction, while the remaining 24.8% is influenced by other factors outside this study. These findings are expected to be a reference for better service and product development strategies.
Co-Authors Aji Tuhagana Uus Mohammad Darul Fadili Zenita Apriani