Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus Pada Coffee Shop di Kota Bogor)

  • Mush’ab Ihsan Mu’tashim Departemen Manajemen, Fakultas Ekonomi dan Manajemen, IPB
  • Alim Setiawan Slamet Departemen Manajemen, Fakultas Ekonomi dan Manajemen, IPB
Keywords: coffee shop, costumer satisfaction, product quality and service quality

Abstract

This study aims to determine the effect of product quality and service quality on the customer satisfaction at Ngopi Doeloe, Popolo Coffee, Ranin Coffee House, Starbucks Coffee, The Coffee Bean & Tea Leaf, and JCo Donuts & Coffee Bogor. This research conducted by distributing questionnaires to 366 coffee shop visitors. Data analysis method used in this research is Structural Equation Model (SEM). Overall, in this reasearch found that product quality and service quality have impact on costumer satisfaction, but for the low income respondent (below Rp 3.000.000,00) the product quality variable have no impact on costumer satisfaction.

Downloads

Download data is not yet available.
Published
2020-03-25
How to Cite
Mu’tashimM. I., & SlametA. S. (2020). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus Pada Coffee Shop di Kota Bogor). Jurnal Manajemen Dan Organisasi, 10(2), 118-132. https://doi.org/10.29244/jmo.v10i2.30131