The Effect of Product Quality and Service Quality on Customer Satisfaction at Story Coffee

Authors

  • Olip Sagita Universitas Bandar Lampung, Indonesia
  • Iskandar Ali Alam Universitas Bandar Lampung, Indonesia

DOI:

https://doi.org/10.57235/jleb.v3i1.5992

Keywords:

Customer Satisfaction, Service Quality, Product Quality

Abstract

The aim of this research is to examine the impact of product quality and service quality on customer satisfaction at Story Coffee, a coffee shop located in Mesuji, Lampung. The method used is quantitative, where questionnaire data is distributed to 100 respondents. Using multiple linear regression is a method for reviewing data using SPSS software. The results of this research show that product quality and service quality have a positive and significant impact on customer satisfaction. And influenced by other factors that were not studied. Product quality factors include taste, freshness and appearance of the product, while service quality includes speed of service, friendliness of staff and cafe atmosphere. The conclusion of this research shows the importance of maintaining product and service quality standards to increase customer satisfaction which has an impact on loyalty and business sustainability.

Downloads

Download data is not yet available.

References

Aprita Nur Maharani, R., & Ali Alam, I. (2022). The Effect of Product Quality and Price on Consumer Satisfaction During the Covid-19 Pandemic at Kebab Salahuddin. Sibatik Journal: Scientific Journal of Social, Economic, Cultural, Technology, and Education , 1 (4), 235–242. https://doi.org/10.54443/sibatik.v1i4.22

Apriyani, DA (2017). The Effect Of Service Quality On Consumer Satisfaction (Survey on Consumers of The Little A Coffee Shop in Sidoarjo City) .

Fahriani, NS, & Febriyanti, IR (2022). Analysis of Customer Satisfaction at Bunda Cikembar Pharmacy. OPTIMAL: Journal of Economics and Management , 2 (3).

Hidayat, MS, Kunci, K., Produk, K., Layanan, K., & Membelian, K. (2021). THE Effect of Product Quality, Price, Location, Promotion And Service Quality on Consumers' Purchase Decisions in Coffee Shop in Gresik City. In Performa: Jurnal Manajemen dan Start-Up Bisnis (Vol. 6, Issue 4).

Iman, MN (2020). The Effect of Product Quality And Service Quality On Coffee Purchase Decisions At Batas Kota Coffee Shop, Thesis .

Safitri, & Destiani. (2022). Chapter II Literature Review .

Sumarsid, & Paryanti, AB (2022). 70 Management Faculty of Economics-Marshal Suryadarma Aerospace University (Vol. 12, Issue 1).

Utomo, P., & Maskur, A. (2020). The Influence of Product Quality, Price Perception, Service Quality and Store Atmosphere 40 on Satisfaction Economic Focus The Influence Of Product Quality, Price Perception, Service Quality And Store Atmosphere On Satisfaction (Study on Customers of Antariksa Coffeeshop Semarang) . http://ejournal.stiepena.ac.id/index.php/fe

Warganegara, TLP, & Alviyani Devi. (2020). tira citizen .

Yuliawan, K. (2021). Smartpls 3.0 Training For Quantitative Research Hypothesis Testing .

Prioto, K., & Ali, M. (2020). Environmental Management in a Global Perspective. Jakarta: Maju Publisher.

Kotler, P., & Armstrong, G. (2012). Principles of Marketing. 14th ed. Upper Saddle River: Pearson Prentice Hall.

Downloads

Published

2025-04-30

How to Cite

Sagita, O., & Alam, I. A. (2025). The Effect of Product Quality and Service Quality on Customer Satisfaction at Story Coffee. Journal of Law, Education and Business, 3(1), 778–782. https://doi.org/10.57235/jleb.v3i1.5992

Issue

Vol. 3 No. 1 (2025): April 2025

Section

Articles

Citation Check

License

  1. Authors certify that the work reported here has not been published before and contains no materials the publication of which would violate any copyright or other personal or proprietary right of any person or entity.
  2. Authors dont transfer or license the copyright of publishing to JLEB: Journal of Law Education and Business Research to publish the article in any media format, to share, to disseminate, to index, and to maximize the impact of the article in any databases.
  3. Authors hereby dont agree to transfer a copyright for publishing to JLEB: Journal of Law Education and Business a Publisher of the manuscript. 
  4. Authors reserve the following: 
    1. all proprietary rights other than copyright such as patent rights; 
    2. the right to use all or part of this article in future works of our own such as in books and lectures;
    3. use for presentation in a meeting or conference and distributing copies to attendees; 
    4. use for internal training by author's company;
    5. distribution to colleagues for their research use;
    6. use in a subsequent compilation of the author's works;
    7. inclusion in a thesis or dissertation;
    8. reuse of portions or extracts from the article in other works (with full acknowledgement of final article);
    9. preparation of derivative works (other than commercial purposes) (with full acknowledgement of final article); and
    10. voluntary posting on open web sites operated by author or author’s institution for scholarly purposes, but it should follow the open access license of Creative Common CC BY-NC License.