PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DENGAN FASILITAS SEBAGAI MODERASI

The research objective is to describe product quality, facilities and customer satisfaction, Know and analyze the effect of product quality on customer satisfaction, find out and analyze whether facilities moderate the influence of product quality on coffee shop customer satisfaction in the city of Surabaya. The research population is coffee shop customers in the city of Surabaya. The research sample used purposive sampling of 150 customers. The analysis tool uses a range of scales, the classic assumption test of Moderated Regression Analysis (MRA). Research findings show that the quality of coffee products in coffee shops in Surabaya is very good. Complete coffee shop facilities in Surabaya. Customers are very satisfied with the quality of the products and complete facilities. Product quality has a significant effect on coffee shop customer satisfaction in Surabaya. Facilities have a significant effect on coffee shop customer satisfaction in Surabaya. Facilities moderate the influence of product quality on customer satisfaction
Keywords: Product Quality, Facilities, Customer Satisfaction