PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA GOAL CAFE & BILLIARD

Titia Putri. 2024. The Influence of Service Quality and Product Quality on Customer Satisfaction at Goal Café and Billiard, supervised by Andi Widiawati and Shandra
Bahasoan.
This study aims to analyze (1) The partial effect of service quality and product quality on customer satisfaction at Goal Café and Billiard. (2) The simultaneous effect of service quality and product quality on customer satisfaction at Goal Café and Billiard. (3) The most dominant variable affecting customer satisfaction at Goal Café and Billiard.
The sample of the study was 96 respondents who are customers at Goal Café and Billiard, this study used a multiple linear regression analysis method with data collection using a questionnaire with a Likert scale.
The results of this study show that (1) Partially, the service quality variable does not have a positive and significant effect on customer satisfaction and product quality has a positive and significant effect on customer satisfaction. (2) Simultaneously, the service quality and product quality variables have a positive and significant effect on customer satisfaction. (3) The product quality variable is the most dominant factor affecting customer satisfaction at Goal Café and Billiard.