THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION (CASE STUDY OF MAMI LAMPUNG EATING HOUSE)
DOI:
https://doi.org/10.35706/jfms.v3i1.11886Abstract
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