The influence of service and product quality on customer satisfaction at Eiyo Koffie in Banjarmasin
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Abstract
This study aims to analyze the influence of service quality and product quality on customer satisfaction at Eiyo Koffie in Banjarmasin. The population consists of all consumers who have visited and made purchases at Eiyo Koffie. Since the exact number of the population is unknown, the sample size was determined using the Lemeshow formula, resulting in 43 respondents. Data were collected through questionnaires and analyzed using multiple linear regression analysis to determine both the simultaneous and partial effects of the independent variables on customer satisfaction. The research findings indicate that service quality and product quality simultaneously have a significant influence on customer satisfaction. Partially, both variables have a positive and significant effect, with product quality having the dominant influence on improving customer satisfaction. This implies that the higher the quality of products offered and the better the service provided, the more satisfied customers will be with their overall experience at the café. The results of this study emphasize the importance for café management to maintain and continuously enhance both product and service quality in order to increase customer loyalty and business competitiveness. Therefore, focusing on consistent product taste, presentation, and friendly service will help strengthen Eiyo Koffie’s position in the increasingly competitive coffee shop industry in Banjarmasin.
Keywords: service quality, product quality, customer satisfaction, café management
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