PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA POM COFFEE BATAM

Abstract

To maintain customer satisfaction, companies need to improve human resource
management who are the backbone of the company. Service_quality_and_product_quality
greatly_affect_customer_satisfaction. This study aims to examine the effect of service
quality and product quality on customer satisfaction at Pom Coffee Batam. The design of
this research is quantitative research. The behavioral technique used is the Slowin formula
by interviewing 100 people. The data was collected using a questionnaire using a Likert
scale measurement. The data analysis method used in this research is descriptive
analysis, validity test, reliability test, multiple linear regression analysis, analysis of the
coefficient of determination (R2), t test, and F test. Then the data is processed using SPSS
version 24 software. positive and significant on customer satisfaction. The total t for the
QoS variable is 3,416> 1,984 (Table t). Product quality has a positive and significant effect
on customer satisfaction, where the total calculation of the product quality variable is
4.192> 1.984 (Table t)._The_F_test results show that service quality and product quality
together have a_positive and significant effect on customer satisfaction, because the test
results obtained a value of 41.434 <ftable 3.09 and a sig value of 0.000 <0.05.