Pengaruh Product Quality dan Service Quality terhadap Kepuasan Pelanggan pada Rumah Makan Nikmat Rasa Medan

Abstract

This study aims to find out and analyze the influence of product quality and service quality on customer satisfaction at Rumah Makan Nikmat Rasa Medan. This type of research is associative research and data is processed in quantitative methods. The population in this study is visitors to the Medan Rasa Delicious Restaurant. The number of samples in this study was 96 people with a sampling technique using the Cochran formula with the criteria of visitors who have visited the Nikmat Rasa Restaurant at least 1 time. The data analysis used was multiple linear regression analysis. Data processing in the study uses SPSS. The results of this study show that simultaneously product quality and service quality have a positive and significant effect on customer satisfaction of Rumah Makan Nikmat Rasa Medan. Partially, product quality and service quality have a positive and significant effect on customer satisfaction of Rumah Makan Nikmat Rasa Medan. And based on the coefficient of determination of product quality and service quality, it is able to affect the customer satisfaction by 57.7%.