Pengaruh Service Quality dan Product Quality terhadap Customer Satisfaction di XX Catering Bandung

Gilang Gerry Garnida, Muhammad Adly Kurnia, Tiara Ismaya Nursyifa

Abstract


Food service providers, including accommodation and beverage services, have faced notable declines in revenue due to governmental travel and social restrictions. This impact is evident in businesses like XX Catering, a party catering company. This study aimed to assess customer responses towards XX Catering's service quality, product quality, and overall satisfaction amidst these challenges. The research involved 134 participants, primarily female, aged between 26 and 30, holding bachelor's degrees, and employed in the private sector. Results from validity and reliability assessments of the questionnaire indicated reliable data for analysis. Descriptive analysis revealed mean values exceeding 4 for most indicators, suggesting relatively high service and product quality. Multiple linear regression analysis demonstrated that service and product quality significantly influenced customer satisfaction, explaining 63.6% of the variation.

Keywords


Service Quality, Product Quality, Customer Satisfaction

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DOI: http://dx.doi.org/10.31258/jip.20.1.8-17

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