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Bertrand Aldo William Eng(1
),
(1) Program Studi Manajemen, Fakultas Bisnis Dan Akuntansi, Universitas Katolik Musi Charitas Palembang,
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Available online: 2025-01-17 | Published : 2025-01-17
Copyright (c) 2025 Bertrand Aldo William Eng
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Abstract
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.
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References
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