Pengaruh Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Pelanggan Kopi Kenangan di Kota Palembang

William Eng, Bertrand Aldo

Madani: Multidisciplinary Scientific Journal
Vol 3, No 1 (2025): February

The purpose of this research is to examine how customer satisfaction at Kopi Kenangan in the city of Palembang is influenced by the quality of the products and services provided. Customer satisfaction is the dependent variable in this study, while product and service quality are the independent variables. All customers of Kopi Kenangan in the city of Palembang constitute the population used in this study, and 102 respondents were selected as the sample using purposive sampling technique. To determine the extent to which service and product quality affect customer happiness, the data obtained were analyzed using multiple linear regression. The findings show that consumer happiness is significantly influenced by the quality of products and services, both partially and jointlyIn particular, customer satisfaction is positively impacted by product quality, and customer satisfaction levels are significantly increased by service quality as well. The management of Kopi Kenangan can use the information from this study to concentrate more on raising the caliber of their goods and services in order to sustain and raise customer satisfaction going forward.