Product Quality and Service Quality Influencing Customer Satisfaction in Coffee Shop Businesses

Nani; Anah Furyanah

doi:10.55927/cjas.v4i3.150

Penulis

Nani Pamulang University
Anah Furyanah Pamulang University

DOI:

https://doi.org/10.55927/cjas.v4i3.150

Kata Kunci:

Maximum five Product Quality, Service Quality, Customer Satisfaction, Coffee Shop, Consumer Behavior.

Abstrak

Due to increased competition caused by the recent rapid expansion of the coffee shop industry, business owners are being pushed to prioritize improving customer satisfaction. In this regard, this study aims to investigate how customer satisfaction at Mayana Kopi, Central Jakarta, is influenced by product and service quality.

This study uses a survey method and a quantitative methodology. Based on the Slovin algorithm, 99 respondents were chosen as samples from the population of 13,840 consumers who were registered between 2022 and 2025. With the use of SPSS software, multiple linear regression was used for data analysis, which included validity and reliability testing in addition to traditional assumption testing. Both the t-test and the F-test were used to examine hypotheses.

The findings show that customer happiness is significantly positively impacted by product quality. In a similar vein, service quality exhibits a favorable and noteworthy impact. A significant coefficient of determination indicates that both factors significantly contribute to the explanation of customer satisfaction when considered concurrently.

These findings suggest that maintaining consistent product standards alongside improving service delivery is essential for enhancing customer satisfaction and sustaining competitiveness in the coffee shop industry.

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