Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen Di 71st Omakase Restoran, Cikajang Jakarta

Abstract

This research was conducted to determine the effect of service quality, product quality on consumer satisfaction in 71st Omakase Restaurant. Service quality and product quality factors are the most important factors that are always sought by the Management in maintaining customers to be satisfied and loyal. This study uses a quantitative method by looking at the entire population of nearly 4200 visitors and the sample is conducted on 100 guests in the final period 2018. Using a measurement scale used is the Likert scale 1-5. Data analysis begins with the validity test and the reliability test. The approach used is the corrected item total correlation which is processed using SPSS version 23. The results of the study explain that the test results of the coefficient of determination, the results obtained are 51.5%, which means the variable service quality, product quality affects the customer satisfaction variable by 51.5% and the remaining 48.5% is influenced by other factors. It is recommended to examine other factors such as: brand image, customer or customer loyalty

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