JOURNAL OF SCIENCE AND SOCIAL RESEARCH
Vol. 9 No. 2 (2026): April 2026

PENGARUH SERVICE QUALITY, PRODUCT QUALITY DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN KONSUMEN PADA TOKO ROTI ZAHRA  BAKERY AND CAKE  DI KOTA KISARAN

Dinda Sri Rahmadani (Unknown)
Zulfa Khairina Batubara (Unknown)



Article Info

Publish Date
08 May 2026

Abstract

This study aims to determine the simultaneous and partial effects of service quality, product quality, and customer experience on consumer satisfaction. The sample consisted of 96 respondents. The data analysis technique used multiple linear regression. The regression results produced the equation: Y = 1,901 + 0,315X1 + 0,561X2 + 0,407X3. The F-test result shows an Fcount (33.997) > Ftable (2.70), indicating that service quality, product quality, and customer experience simultaneously have a significant effect on consumer satisfaction. The t-test results show that, partially, service quality has a positive effect on consumer satisfaction because tcount (2.145) > ttable (1.986), product quality has a positive effect on consumer satisfaction because tcount (6.240) > ttable (1.986), and customer experience also has a positive effect on consumer satisfaction because tcount (3.386) > ttable (1.986). The R² test result shows an Adjusted R Square value of 0.510, meaning that the independent variables consisting of service quality, product quality, and customer experience are able to explain consumer satisfaction by 51%, while the remaining 49% is explained by other variables not included in this study.

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Journal Info

Abbrev

JSSR

Publisher

Subject

Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

Description

Journal of Science and Social Research is accepts research works from academicians in their respective expertise of studies. Journal of Science and Social Research is platform to disclose the research abilities and promote quality and excellence of young researchers and experienced thoughts towards ...