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Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)

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Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)


Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip



Robinson Nainggolan | Marasi Rustiani Hotmaida | Arisman Parhusip "Effect of Product Quality and Service Quality toward Customer Satisfaction (Case Study at K UNCLE Restaurant at PT. Benua Penta Global)" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6, October 2019, pp.1186-1193, URL: https://www.ijtsrd.com/papers/ijtsrd29303.pdf

This research was conducted aimed at: (1) Knowing the quality of products at Uncle K Restaurants, (2) Knowing the quality of services at Uncle Restaurants, (3) Knowing the influence of product quality on customer satisfaction at Uncle K Restaurants, (4) Knowing the influence of service quality on customer satisfaction at Uncle K Restaurant, (5) Knowing simultaneously (simultaneously) the influence of product quality and service quality on customer satisfaction at Uncle K. Restaurant. This research is a quantitative descriptive method that uses numbers, starting from data collection, interpretation of the data, and the appearance of the results. The population in this study was consumers of Uncle K Restaurant during the study. The size of the research sample taken as many as 80 people is determined by the sample technique used in this study, namely, random sampling (simple random sample) sampling technique is named so because in taking the sample, researchers "mix" the subjects in the population so that all subjects were considered the same and data were collected using a Likert scale questionnaire that had 5 alternative answers. The results of this study indicate that: (1) Product quality has a positive effect on customer satisfaction at Uncle K Restaurant, (2) Service quality has a positive effect on customer satisfaction at Uncle K Restaurant, (3) There is a positive influence between product quality and service quality to customer satisfaction in Uncle K Report with a correlation coefficient (R) of 0.728 and a coefficient of determination (R 2) of 0.529. This means that 52.9% of customer satisfaction in Uncle K Restaurant are influenced by product quality and service quality, while the other 47.1 % is determined.

product quality, service quality, and customer satisfaction


IJTSRD29303
Volume-3 | Issue-6, October 2019
1186-1193
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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