Detail Cantuman

This study aims to analyze the effect of product quality and service quality on customer satisfaction at Waroeng Special Sambal customers in West Jakarta. The variables used in this study are product quality and service quality as exogenous, and customer satisfaction as endogenous. The sample selection used probability sampling method with incidental sampling technique and the sample in this study were 120 respondents who were customers of Waroeng Special Sambal in West Jakarta. The data processing method used is the Structural Equation Modeling (SEM) method using IBM AMOS 22 software.

The results of this study indicate that product quality has a positive and significant effect on customer satisfaction with an estimated value of 0.302, where these results prove that food and beverage products at Waroeng Special Sambal produce satisfaction from their customers. Then the following results show that Service Quality has a positive and significant effect on Customer Satisfaction with an estimated value of 0.503, where these results prove that the services provided by the employees or the Waroeng Special Sambal facilities have resulted in satisfaction from their customers.