The Effect of Product Quality and Service Quality on Customer Satisfaction of Eazy Coffee Jombang

Sri Tjondro Winarno, Lulu Rahmawati and Ida Syamsu Roidah
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Sri Tjondro Winarno: Agribusiness Study Program, Faculty of Agriculture, University of Pembangunan Nasional “Veteran†East Java
Lulu Rahmawati: Agribusiness Study Program, Faculty of Agriculture, University of Pembangunan Nasional “Veteran†East Java
Ida Syamsu Roidah: Agribusiness Study Program, Faculty of Agriculture, University of Pembangunan Nasional “Veteran†East Java

International Journal of Research and Innovation in Social Science, 2023, vol. 7, issue 7, 280-285

Abstract: The coffee shop business in Jombang district is progressing very rapidly. Every coffee shop must be able to improve product quality and service quality in order to create customer satisfaction. One of them is Eazy Coffee. The purpose of this study was to analyze the effect of product quality on Eazy Coffee customer satisfaction, to analyze the effect of service quality on Eazy Coffee customer satisfaction, and to analyze the level of customer satisfaction of Eazy Coffee. This research was conducted in the city of Jombang, precisely at Eazy Coffee. The data collection method used is the questionnaire method and the interview method. The data analysis method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach and the Customer Satisfaction Index (CSI). Based on the research results show that 1) There is a significant influence between product quality on customer satisfaction. 2) There is a significant influence between service quality on customer satisfaction. 3) The level of customer satisfaction of Eazy Coffee is at a very satisfied level with a value of 88.65 percent.

Date: 2023
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