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All Journal Krisnadwipayana International Journal of Management Studies
Achmad Fahri
Master of Management Study Program, Krisnadwipayana University
Humanities Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Effect of Service Quality And Price on Customer Satisfaction Through Product Quality (Case study of Kavez Coffee) Achmad Fahri; Wagiarto Hoesin; Eddy Sanusi P Silitonga
Krisnadwipayana International Journal of Management Studies Vol 3 No 2 (2023): Krisnadwipayana International Journal of Management Studies
Publisher : Program Studi Magister Manajemen Universitas Krisnadwipayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35137/kijms.v3i2.451

Abstract

This study aims to analyze service quality and price on customer satisfaction through product quality, analyze service quality and prices on customer satisfaction, analyze the effect of product quality on customer satisfaction, analyze the indirect effect of service and price on customer satisfaction through product quality and analyze the effect of non direct service quality and price to customer satisfaction. The research was conducted at Kavez Coffee involving 30 people. The research sample was taken using probability sampling and simple random sampling. Data analysis using path analysis. Based on data analysis, it is known that there is a direct effect of service quality on customer satisfaction and a direct effect of price on customer satisfaction at Kavez Coffee. Then the results of the analysis of the product quality variable as an intervening variable can be perfectly proven, namely the product variable has an indirect effect on the service quality variable on customer satisfaction and the price variable on customer satisfaction. This statement can be proven by the magnitude of the indirect effect (service quality on customer satisfaction and price on customer satisfaction) through product quality which is identified as an intervening variable
Co-Authors Eddy Sanusi P Silitonga Wagiarto Hoesin