PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PENGUNJUNG RUMAH MAKAN FAMILY SULAWESI TENGGARA BAU-BAU

PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PENGUNJUNG RUMAH MAKAN FAMILY SULAWESI TENGGARA BAU-BAU
Guston Haris Pratama
Program Studi Manajemen Ekonomi dan Bisnis
Universitas Muhammadiyah Malang
Jl. Raya Tlogomas No.26 Malang
gustonharispratama2@gmail.com
ABSTRACT
This study aims to determine the effect of service quality on customer satisfaction at Rumah Makan Family Bau-Bau, the effect of product quality on customer satisfaction at Rumah Makan Family Bau-Bau and to determine the effect of service quality and product quality on customer satisfaction at Rumah Makan Family Bau-Bau... The population determined for this study were customers of the Bau-bau Family Restaurant. This study used non-probability sampling techniques with purposive sampling method with a sample of 70 samples. Data were collected through a questionnaire with data measurement techniques using a Likert scale. Instrument tests are validity tests and reliability tests. The data analysis test used is multiple linear regression. The results of this study indicate that: (1) Service Quality has a positive and significant effect on Customer Satisfaction at Bau-Bau Family Restaurant, (2) Product Quality has a positive and significant effect on Customer Satisfaction at Bau-Bau Family Restaurant, (3) Service Quality and Product Quality have a positive and significant effect on Customer Satisfaction at Bau-Bau Family Restaurant.