Analysis of Product Quality, Service Quality, and Customer Satisfaction at Waroeng Special Sambal "SS” West Jakarta

Abstract

This study aims to analyze the effect of product quality and service qualityon customer satisfaction at Waroeng Special Sambal customers in WestJakarta. The variables used in this study are product quality and servicequality as exogenous, and customer satisfaction as endogenous. Thesample selection used probability sampling method with incidentalsampling technique and the sample in this study were 120 respondentswho were customers of Waroeng Special Sambal in West Jakarta. Thedata 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 andsignificant effect on customer satisfaction with an estimated value of0.302, where these results prove that food and beverage products atWaroeng Special Sambal produce satisfaction from their customers. Thenthe following results show that Service Quality has a positive andsignificant effect on Customer Satisfaction with an estimated value of0.503, where these results prove that the services provided by theemployees or the Waroeng Special Sambal facilities have resulted insatisfaction from their customers.