THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION (CASE STUDY OF MAMI LAMPUNG EATING HOUSE)

Authors

  • Ahmad Mustofa Universitas Islam Negeri Raden Intan Lampung
  • Ana Chosiatul Azizah Universitas Islam Negeri Raden Intan Lampung
  • Vicky F Sanjaya Universitas Islam Negeri Raden Intan Lampung

DOI:

https://doi.org/10.35706/jfms.v3i1.11886

Abstract

This research aims to determine the influence of service quality, namely: Physical evidence (tangibles);
Reliability (reliability); Responsiveness (responsiveness); Guarantee (assurance); Empathy, as well as the
influence of product quality, namely: 1) Performance is related to the basic operating characteristics of a
product. 2) Durability on customer satisfaction at the Mami Lampung restaurant with a sample of 93 customers.
The sample was carried out by collecting data through a questionnaire. Data analysis uses PLS analysis which
shows the results that service quality and product quality have a positive and significant effect on customer
satisfaction.

Keywords : Service Quality; Product Quality; Customer Satisfaction; Restaurant

Downloads

Download data is not yet available.

Downloads

Published

2023-01-19

How to Cite

Mustofa, A., Azizah, A. C., & F Sanjaya, V. (2023). THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION (CASE STUDY OF MAMI LAMPUNG EATING HOUSE). Journal for Management Student (JFMS), 3(1), 10–13. https://doi.org/10.35706/jfms.v3i1.11886

Issue

Vol. 3 No. 1 (2023): Journal For Management Student (JFMS)

Section

Artikel