The Influence of Product Quality and Service Quality on Customer Satisfaction at D.lab Coffee and Eatery Pangkalpinang

Abstract

This research is motivated by the phenomenon of business development in the food and beverage industry, especially cafes and restaurants with various interesting concepts. One sector where the current state of business industry development has experienced a significant increase is the coffee shop business. This research aims to determine and analyze the influence of product quality and service quality on satisfaction at D.lab Coffee and Eatery Pangkalpinang.

This research includes descriptive descriptive analysis research. The method used is a quantitative research method. The number of samples in this research was 100 respondents. The sampling technique uses nonprobability sampling. The analysis model used is multiple linear regression analysis.

The research results show that product quality, service quality and customer satisfaction are in the very good category. Based on the t test, product quality and service quality have a positive and significant effect on customer satisfaction. Meanwhile, the results of the analysis of the coefficient of determination (ð‘…²) show that the determination (ð‘…²) in this study is 63,1 percent and there are still 36.9 percent of other variables outside the research that can still be developed by further research.