Product and Service Quality on Customer Satisfaction Case Study at Merindu Cafe

Abstrak

This research conducts a comprehensive investigation into the intricate relationship between product quality and service quality and their collective impact on customer satisfaction within the realm of coffee enthusiasts. Utilizing a robust quantitative approach, data were diligently gathered from a diverse pool of 81 respondents, employing a thoughtfully crafted blend of questionnaires, in-depth interviews, and meticulous documentation analysis. The compelling findings emanating from this study resonate significantly, indicating that not only does product quality wield a positive influence on customer satisfaction, but service quality also plays a pivotal role in fostering patron contentment. Furthermore, the simultaneous presence of both these variables showcases a noteworthy and substantial influence on overall customer satisfaction. This study, with its rich insights and empirical evidence, serves as a guiding light for coffee establishments seeking to elevate their customer experiences and refine their marketing management strategies, thus fostering a more prosperous and harmonious relationship with their discerning clientele.