ISSN .
: 2829-7350 | ISSN.
: 2963-9441 The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 Bandar Lampung University.
Indonesia E-mail: Kangsen.
20011012@student.
id 1, vonny.
tiara@ubl.
Abstract Sales of Sandy Cab Honey Grilled Chicken.
Lampung every month is uncertain and causes income to become unstable.
The research carried out examines the impact of product and service quality on the level of customer satisfaction at that location.
For the purposes of this research, a quantitative methodology was used by taking a sample consisting of 100 customers of Ayam Bakar Madu Lampung branch, using a sampling technique based on the Lemeshow formula.
Data analysis was carried out with the help of SPSS software, including various statistical tests to assess validity, reliability, and using coefficient of determination testing, multiple linear regression.
F test, and T test.
The results of the research indicate that: .
Product quality has a significant impact on consumer satisfaction at Ayam Bakar Honey Lampung branch.
Similarly, .
Service quality was found to have a significant effect on customer satisfaction, which confirms the importance of, .
Product quality and Service quality on the level of consumer satisfaction in the Keywords Product Quality.
Customer Satisfaction.
Service Quality INTRODUCTION As time goes by, culinary tourism is increasingly in demand.
According to news from Akurat.
co, recorded in a UNWTO survey, the World Tourism Organization (OPD) is one of the UN bodies that addresses tourism issues, concluding that an important element in a tourist trip is culinary delights.
The culinary sector in Indonesia is currently developing into a field that is attracting a lot of attention.
A study conducted by Statsta shows that income from the culinary industry is expected to increase by 10.
79% by 2025.
Among the various types of culinary businesses that exist, the angkringan business is known as one of the most popular among the public.
Culinary business owners must be able to create something that can attract consumers' interest in order to develop and maintain their business.
Based on news from the MSME link, reported by Kompas.
com, there is a successful way to help achieve success in the angkringan or culinary business, which is very important to be able to provide high quality products and services to consumers.
This has a positive influence on culinary businesses because they are able to compete globally with other culinary establishments.
The Tangerang area itself has many culinary delights that are very popular with people One of the culinary places that is popular in Tangerang is Sandy Cab Honey Grilled Chicken.
Lampung.
This culinary business is at the Banjar Wijaya Modern Market located on Jalan Rasuna Said, in the area RT.
002 RW.
Cipete.
Pinang District.
Tangerang City.
Banten, with postal code 15142.
Ayam Bakar Madu Sandy Cab.
Lampung provides several food and drink menus that are of interest to its customers.
Based on pre-observations and interviews with Mr Sandy, as the owner of Sandy Cab Honey Grilled Chicken.
Lampung that Sandy Cab Honey Grilled Chicken customers.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
Lampung every month is uncertain and causes income to become unstable.
Around 80 customers attend on weekdays, while on weekends there are around 150-200 customers.
Analyzing the sales trends over the last year, namely in 2022, we see significant fluctuations in sales figures.
Certain periods, especially January.
June.
July.
April.
May.
November and December, saw a rapid increase in the number of consumers.
In particular, the momentum around the holy month of Ramadan and the celebration of Christmas and the turn of the new year marked the peak of a marked increase in the number of buyers.
A A
This study is based on a series of previous research.
Research conducted by M.
Ramanda Fichan and Vonny Tiara Narundana in .
revealed that there is a mutual connection between service quality and security and the level of consumer satisfaction.
Furthermore, research carried out by Intan Aulia and Anah Furyanah in the same year .
shows that there is a positive correlation between product and service quality and the level of customer satisfaction.
Based on previous discussions, this research problem is formulated as follows: .
What is the impact of product quality on the level of customer satisfaction at Ayam Bakar Madu Sandy Lampung Branch? .
What is the effect of service quality on customer satisfaction levels in the same restaurant? .
How do product and service quality, when viewed together, affect consumer satisfaction at that location? From this problem, the research objectives were formulated as: .
Examining the impact of product quality on consumer satisfaction at Ayam Bakar Madu Sandy Cab.
Lampung, .
Assess how service quality influences consumer satisfaction, and .
Understand how product and service quality collectively influences customer satisfaction.
This research is very interested in further exploring the title "The Influence of Product and Service Quality on Customer Satisfaction:
Case Study of Sandy Honey Grilled Chicken.
Lampung Branch".
LITERATURE REVIEW
Understanding Marketing Management Kotler.
, and Keller.
interpreted by Tri Lestira Putri Warganegara and Atika .
define marketing management as individual initiative to achieve expected results through fostering strong relationships with customers to provide benefits for the According to Daryanto .
Marketing Management is defined as a process in which individuals or groups fulfill their needs and desires by creating, offering and exchanging products that have value.
So, if you conclude from this definition, marketing management is a series of actions carried out by someone to create, offer and barter goods of value with other people.
Product quality According to Wijaya, interpreted from the work of Malik and Siti .
, product quality is the result of the collaboration of various characteristics in the product which develop throughout the marketing process, production adjustments and maintenance which allows the product to meet customer or consumer needs effectively.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 From the description given, we can conclude that the quality of a product is a combination of product functions which include durability, product strength, and ease of use of the product in accordance with consumer needs.
According to the explanation provided by Anang Firmansyah .
and Tjiptono's views, there are several markers used to assess product quality, explained as follows:
Performance Product elements purchased and utilized by consumers, such as comfort and practicality when used.
Features Product excellence Reliability There is a small possibility that the product will fail and be damaged.
Conformance To Specification Product conformity with standards or specifications Durability The durability or longevity of the product when used continuously Aesthetic Product attractiveness includes the shape, design and color of the product.
Service Quality In the work of M.
Ramanda Fichan and Vonny Tiara Narundana .
Kotler .
explains that service quality can be understood as an assessment made by consumers of the level of service which is measured in accordance with their expectations.
In this case, service is considered adequate.
Moh.
Ilyas .
emphasizes that service quality is an extension or confirmation of product quality that is tailored to consumer needs or desires.
From the definition mentioned, service quality can be interpreted as a characteristic that differentiates a product and is a form of service provided by a company that provides these services to meet consumer needs and expectations.
Tjiptono .
identified several indicators to measure service quality, which will be explained further:
Tangibles .
Providing facilities and infrastructure in the company Reliability (Reliabilit.
Expertise in providing satisfactory service and in accordance with customer Responsiveness (Responsivenes.
Able to provide fast, accurate and informative service to customers.
Assurance (Guarantee or Certaint.
The ability, knowledge and polite attitude of each employee can give customers confidence in the services provided.
Empathy .
incere concer.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
Can understand consumer desires by giving genuine attention Customer satisfaction Tjiptono & Diana .
explain that customer satisfaction is a positive or negative emotion that arises from a comparison between product or service performance results and customer expectations.
According to the interpretation of Panjiatan .
quoted by M.
Ferlin Halim.
Ardansyah.
Hiepiana Patmarina .
, customer satisfaction can be measured by the extent to which they feel content or happy with what customers receive compared to their hopes or This includes evaluating how the reality of the service or product compares to the expectations they have.
Setyo .
, as quoted by the same source, mentions several indicators or criteria that can be used to evaluate customer satisfaction, which will be explained further.
Fulfilled a hope When customers receive what they want from a product or service, they will feel Service quality Service quality is seen from the ability to meet customer needs and provide appropriate information to ensure customer satisfaction and happiness.
Loyalty Sometimes, customers will not be loyal to a product or service if they feel that the value they receive is not commensurate with the price they pay or if they feel that their expectations are not met.
Figure 1.
Framework of Thought The hypotheses in this research are as follows:
H1: It is predicted that product quality has a positive effect on the level of customer H2: It is estimated that service quality has an influence on the level of customer SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 H3: It is suspected that product and service quality contribute positively to the level of customer satisfaction.
METHOD
Types of research In the case studied at Ayam Bakar Madu Sandy Lampung Branch, a quantitative approach was chosen as the main method to measure the effect of product and service quality on the level of customer satisfaction.
Sugiyono .
believes that the quantitative approach is an effective technique for extracting information from a group of people or certain samples through systematic data collection and analysis.
Operational Research Variables In this study, we identified two important types of variables:
Variables that stand alone and have the potential to influence other factors, namely product and service quality variables, are both considered independent variables.
The variable that is affected by the independent variable, in this case is the customer satisfaction variable, which is categorized as the dependent variable.
Population and Sample Population Based on the views of Sugiyono .
, population is defined as a broad area of generalization referring to a general representation that includes an object or subject with special characteristics and qualities that have been determined to be used as an object of study and for drawing subsequent conclusions.
In the context of the research being discussed, the subjects studied in particular are the customers or consumers of Ayam Bakar Madu Sandy Lampung Branch.
Sample Sugiyono .
defines a sample as a representation of certain characteristics in a larger population.
In this research, the author chose a sample selected using nonprobability sampling methods, especially purposive sampling, to select the sample.
Since the total population is targeted in a situation where the population is unknown, the sample size calculation is carried out for this unspecified population, the author adopts the Lemeshow formula:
n = z21-/2P.
-P) Information:
n = Total sample z = z value at 95% confidence = 1.
p = maximum estimate= 0.
d = sampling error = 10% or alpha .
Based on this formula, the number of samples taken is:
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
This research requires collecting data from a sample of at least 100 samples.
Analysis tools used This research instrument involves a series of statistical tests: descriptive analysis, validity test to determine validity, reliability test to ensure consistency, as well as multiple linear regression analysis to assess the relationship between variables.
Apart from that, the results of the Determination Coefficient Test (R.
were also applied to see how well the data matched the model created, as well as the f test and t test to assess statistical significance, with all of this process carried out via SPSS software.
RESULTS AND DISCUSSION
Descriptive Analysis The variable assessment in this study was carried out using a questionnaire using a five-point Likert scale.
To determine standard answers to questions related to Product Quality (X.
Service Quality (X.
, and Customer Satisfaction (Y), researchers carried out aggregate calculations of the total score for each question item.
The respondent's answer criteria for each variable are determined by utilizing the interval class formula and certain assessment techniques, namely:
Product Quality (X.
The highest value (NT) is 55 and the lowest value (NR) is 11.
Therefore, the class interval can be calculated as follows:
( NT Oe NR ) I = .
Oe.
=8.
From the calculation above, the interval 8.
8 is rounded to 9, and thus, answer criteria can be determined for each variable, namely:
Table 1.
Overall Product Quality Data Distribution (X.
Interval Score Category Frequency 47 Ae 55 Strongly agree 38 Ae 46 Agree 29 Ae 37 Doubtful SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 20 Ae 28 11 Ae 19 Don't agree Strongly Disagree Amount Source: Data processed 2023 Of the total of one hundred participants involved in the study, 58 people, or 58% of all respondents, stated that they "Strongly Agree" with the statement regarding Product Quality.
Meanwhile, 41 respondents, or 41% of the total, said "Agree".
Only one respondent, accounting for 1% of the total, responded AuUndecidedAy.
No respondents chose "Disagree" or "Strongly Disagree".
From this data, we can conclude that the majority of respondents gave a positive assessment regarding product quality, with "Strongly Agree" being the most dominant answer.
Based on the responses from this questionnaire, a total score recapitulation was carried out and answer criteria for the product quality variable were developed:
Table 2.
Total Score Per Statement Item & Top Answer Criteria Product Quality Variable (X.
Max
Real Percentage Indicator Score Score
(%)
The food and drinks served by Ayam Bakar Madu Sandy have special characteristics compared to other places that provide other types of food and drinks.
The food and drink variants served by 2 Ayam Bakar Madu Sandy attract 500 consumers to try The portions of food served by Ayam 3 Bakar Madu Sandy are in accordance with 500 consumer wishes The portions of food served by Ayam 4 Bakar Madu Sandy are in accordance with 500 consumer wishes The appearance of the food served by 5 Sandy Honey Grilled Chicken attracts the 500 attention of consumers The appearance of the drink served by 6 Sandy's Honey Grilled Chicken attracts 500 consumers' attention Sandy Honey Grilled Chicken serves a variety of food and drinks The food and drinks served by Sandy's Honey Grilled Chicken are hygienic SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
Criteria Strongly Strongly Strongly Strongly Strongly Strongly Agree Strongly The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
The taste of the food served by Sandy Honey Grilled Chicken matches the visual The taste of the drink served by Sandy Honey Grilled Chicken matches the visual The quality of food and drinks served by Sandy Honey Grilled Chicken is in line with consumers' desires and expectations Average Strongly Strongly Strongly Strongly Source: Processed Data, 2023 Percentage Score = Maximum Score% Oe Minimum Score% = 100% Oe 20% = 16% Information :
84% - 100% = Strongly Agree
68% - 83%
= Agree
52% - 67%
= Neutral
36% - 51%
= Disagree 20% - 35% = Strongly Disagree From the analysis of the data presented in the table, it can be interpreted that the average score given by respondents to all questions related to the Product Quality variable 36, which is statistically interpreted as conforming to the "Strongly Agree" criteria, which reflects a high level of agreement, namely 87.
Service Quality (X.
Class intervals can be calculated based on a range of values between 10 and 50, with the lowest value being 10 and the highest value being 50:
( NT Oe NR ) I = .
Oe.
Based on the calculation above, an interval of 8 is obtained, so that the answer criteria for each variable can be determined as follows:
Table 3.
Distribution of Overall Service Quality Data (X.
Score Category Frequency 43 Ae 50 Strongly agree SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 35 Ae 42 27 Ae 34 19 Ae 26 10 Ae 18 Agree Doubtful Don't agree Strongly Disagree Amount Source: Data processed 2023 Of the total participants in the research, 100 respondents were involved, half of whom, namely 50 people who contributed 50%, gave a rating of "Strongly Agree" regarding Service Quality.
An almost equal proportion, 48 people at 48%, said they AuAgreeAy.
There was a small number, namely 2 respondents .
%), who expressed feelings of "Doubtful".
There were no respondents who chose "Disagree" or "Strongly Disagree".
From this data, the conclusion that can be drawn is that "Strongly Agree" is the most frequently given answer regarding Service Quality.
Next, based on respondents' responses, a recapitulation of the total score will be calculated and the answer criteria for the service quality variable will be determined.
Table 4.
Total Score Per Statement Item & Top Answer Criteria Service Quality Variable (X.
Max Real Percentage Indicator Score Score
(%)
Sandy's Honey Grilled Chicken has a clean Sandy's Honey Grilled Chicken has a comfortable place Sandy Honey Grilled Chicken employees have an attractive appearance Sandy Honey Grilled Chicken has complete and sophisticated facilities Sandy's Honey Grilled Chicken has good wifi facilities Food and drink orders at Ayam Bakar Madu Sandy are served well and quickly Sandy Honey Grilled Chicken has a large parking area Sandy's Honey Grilled Chicken has secure Sandy Honey Grilled Chicken employees 9 are always ready when consumers need 500 SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
Criteria Strongly Strongly Strongly Agree Strongly Strongly Agree Strongly Strongly The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
Sandy Honey Grilled Chicken employees provide polite service Average Strongly Strongly Source: Processed Data, 2023 Looking at the data presented, the average score given by respondents to questions related to the Service Quality variable is 432.
This value shows a high level of agreement, with the percentage of agreement reaching 86.
46% for the "Strongly Agree" category.
Customer Satisfaction (Y) The highest value is 30 and the lowest value is 6.
Therefore, the class interval can be calculated as follows:
( NT Oe NR ) I = .
Oe.
=4.
From the calculation above, an interval of 4.
8 is obtained which is rounded to 5.
Therefore, the answer criteria can be determined for each variable as follows:
Table 5 Distribution of Overall Customer Satisfaction Data (Y).
Score Category Frequency 26 - 30 Strongly agree 21 - 25 Agree 16 Ae 20 Doubtful 11 Ae 15 Don't agree 6 Ae 10 Strongly Disagree Amount Source: Data processed 2023 In this research, out of a total of 100 respondents, half of them, namely 50 people, responded "Strongly Agree" to the questions asked.
50% of all respondents were involved in aspects related to Customer Satisfaction.
Meanwhile, 46 respondents, representing 46%, stated that they "Agree".
Four respondents, or 4%, gave the answer "Undecided", and no respondents chose the option "Disagree" or "Strongly Disagree".
This leads to the conclusion that AuStrongly AgreeAy was the most common answer among respondents.
Based on these responses, a cumulative total score will be calculated and the answer criteria for the customer satisfaction variable will be determined, namely:
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 Table 6.
Total Score Per Statement Item & Top Answer Criteria
Customer Satisfaction Variable (Y) Max
Real
Percentage Indicator Criteria
Score Score
(%)
Sandy's Honey Grilled Chicken Strongly according to what consumers expect The product quality and service Strongly quality provided by Sandy Honey 500 Grilled Chicken can meet your needs It doesn't take long to wait to order Strongly food and drinks at Ayam Bakar Madu 500 Sandy Feeling happy and satisfied with the service provided by the Ayam Bakar 500 Agree Madu Sandy staff Feel happy and satisfied with the food Strongly and drinks provided at Ayam Bakar 500 Madu Sandy The facilities provided by Sandy's Strongly Honey Grilled Chicken were in line 500 with my expectations Strongly Average Source: Processed Data, 2023 From the data in the table, it can be seen that the average score given by participants for all questions related to the Customer Satisfaction variable is 435.
This figure reflects a high level of agreement, with a percentage of 87.
1% fitting the AuStrongly AgreeAy criterion.
Validity test Warganegara .
describes the Validity Test as a method used to determine the validity of a questionnaire.
A questionnaire is considered to have validity if the r value calculated from the procedure exceeds the predetermined table r value.
Table 7.
Validity and Reliability Test Statement Items rcount rtable Cronbach Alpha (Ou 0.
Product Quality (X.
AuQuestion 1Ay AuQuestion 2Ay AuQuestion 3Ay SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
Information Reliable AuValidAy AuValidAy AuValidAy The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
AuQuestion 4Ay AuQuestion 5Ay AuQuestion 6Ay AuQuestion 7Ay AuQuestion 8Ay AuQuestion 9Ay AuQuestion 10Ay AuQuestion 11Ay Service Quality (X.
AuQuestion 1Ay AuQuestion 2Ay AuQuestion 3Ay AuQuestion 4Ay AuQuestion 5Ay AuQuestion 6Ay AuQuestion 7Ay AuQuestion 8Ay AuQuestion 9Ay AuQuestion 10Ay Customer Satisfaction (Y) AuQuestion 1Ay AuQuestion 2Ay AuQuestion 3Ay AuQuestion 4Ay AuQuestion 5Ay AuQuestion 6Ay Source: Data processed with SPSS AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy Reliable AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy Reliable AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy AuValidAy From the statistical analysis carried out, it was found that for the Product Quality variable (X.
, there were 11 question items and each question had a calculated r value higher than the r table value of 0.
This indicates that all of these questions are considered valid for use in this research.
Likewise, for the Service Quality variable (X.
, all 10 question items also show a calculated r value that is greater than the table r value of 0.
196, which validates their use in research.
In addition, the Customer Satisfaction variable (Y) with 6 question items is proven to be valid because the average value obtained from the validity test of the average value given by respondents exceeds the r table value of 0.
196, so the conclusion is that all question items are considered valid for this research.
Reliability test This study concluded that the questionnaire was classified as reliable because the Cronbach's Alpha value exceeded the threshold of 0.
60, in accordance with the standard criteria established for questionnaire reliability.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 Multiple Linear Regression Arikunto .
explains that multiple linear regression is a technique used to evaluate the relationship between two or more independent variables on the dependent variable.
Coefficientsa Unstandardiz ed Coefficients Std.
Error
1,49
,059
,060
Standar
Coefficients Model
Beta
(Consta ,51 PRODU
,200
CT QUALITY
QUALIT
,700
Y OF
SERVICE
Dependent Variable: CUSTOMER SATISFACTION Sig.
,606
,035
,001
Source: Data processed using SPSS The resulting regression equation is as follows:
Y = 0.
125X1 0.
The results obtained from SPSS 29 analysis are as follows:
It was found that in the regression model assessing customer satisfaction (Y), the constant value was 0.
This is based on the assumption that the initial values for Product Quality (X.
and Service Quality (X.
are zero.
The regression coefficient obtained for the Product Quality variable, the regression coefficient is 0.
This shows that, if other variables remain unchanged, each unit increase in Product Quality will be accompanied by an increase of 0.
125 in the dependent variable, each 1% percentage increase in product quality is estimated to result in a 0.
percentage increase in customer satisfaction.
The regression coefficient found for the Service Quality variable was 0.
This indicates that, assuming other variables are constant, every 1% increase in service quality is predicted to result in an increase of 0.
447 in the level of customer satisfaction.
From the results of this research.
Service Quality is higher than Product Quality.
This indicates that the contribution of Service Quality to customer satisfaction is more significant than the contribution of Product Quality.
Coefficient of determination test Ghozali .
explains that the Coefficient of Determination is a measuring tool that measures how effective the independent variable is in explaining variations in the dependent A higher coefficient at this value indicates that the independent variable effectively provides the data needed to predict changes in the dependent variable.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
Model Summary Adjusted R Square Square ,768 ,763 Std.
Error of the Estimate ,877 1,503 Predictors: (Constan.
SERVICE QUALITY.
PRODUCT
QUALITY
Source: Data processed using SPSS According to the table above, the Rsquare value is 0.
A regression model is said to be getting better if the Rsquare value is closer to one .
while the adjusted Rsquare value Adjusted Rsquare has a value that is always smaller than Rsquare because adjusted Rsquare is an adjusted value of Rsquare to ensure data accuracy.
The conclusion from the results of testing the coefficient of determination is that the combined influence of product and service quality on variable Y is 76.
T test Arikunto .
states that the t test aims to determine whether there is a clear effect of the independent variable on the dependent variable.
If the calculated r value obtained from the analysis exceeds the table r value, this indicates that the independent variable makes a clear contribution to the dependent variable.
On the other hand, if the calculated r value is smaller than the table r value, it indicates that the independent variable does not have a significant effect on the dependent variable.
Coefficientsa Standar Unstandardized Coefficients Coefficients Std.
Model Error Beta (Constan.
,77 1,49 PRODUCT
,12
,059
,200
QUALITY
QUALITY OF
,44
,060
,700
SERVICE
Dependent Variable: CUSTOMER SATISFACTION
Sig
,140
,492
,60
,03
,00
Source: Data processed using SPSS Product Quality Variables on Customer Satisfaction Based on the SPSS output report, the calculated r value for the product quality variable is recorded as 2,140.
This indicates that the calculated r value exceeds the critical value of table r and also the p value is lower than the threshold of 0.
05, namely 140 > 1.
984 and 0.
035 < 0.
So, hypothesis H1 is accepted, indicating that the SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
ISSN .
: 2829-7350 | ISSN.
: 2963-9441 product quality variable has a significant influence on customer satisfaction.
This finding is consistent with a study conducted by Afnina and Yulia Hastuti .
, which also showed a positive correlation between product quality and customer satisfaction.
Service Quality Variables on Customer Satisfaction From the data produced by SPSS, it was recorded that the calculated r value for the service quality variable reached 7.
This figure indicates that the calculated r exceeds the critical value of r table and has a very small p value, namely 0.
001, which is too far below 0.
492 > 1.
984 and 0.
001 < 0.
This allows us to conclude that H2 is acceptable, which indicates that the service quality variable has a significant impact on customer satisfaction.
This finding is in line with research conducted by M.
Ramanda Fichan and Vonny Tiara Narundana .
, which found that service quality has a simultaneous influence on consumer satisfaction.
F test Arikunto .
explains that the F test is carried out to assess the joint influence that independent variables have on the dependent variable in a regression model.
If the F value calculated from the analysis is more than the table F value, this indicates the independent variables, collectively, have a clear influence on the dependent variable.
ANOVAa Model Regr Resi Total Sum of Squares 726,251 219,059 Mean Square 363,12 2,258 Sig.
,001
945,310
Dependent Variable: CUSTOMER SATISFACTION Predictors: (Constan.
SERVICE QUALITY.
PRODUCT QUALITY Source: Data processed using SPSS By referring to the value listed in the F distribution table with numerical degrees of freedom 2 and denominative 97, namely 3.
09, the results obtained show that the calculated F value reaches 160.
793, which far exceeds the F table value.
With a very low significance value, namely less than 0.
001 and far below the threshold of 0.
05, we can conclude that the Product Quality and Service Quality variables have something in common, namely that they have a clear impact on Customer Satisfaction at Ayam Bakar Madu Sandy Lampung Branch.
This research is in line with the findings achieved by Intan Aulia and Anah Furyanah .
, who confirmed that both product quality and service quality have a positive impact on customer satisfaction.
SINOMICS JOURNAL | VOLUME 2 ISSUE 6 .
SINOMICSJOURNAL.
COM
The Influence of Product Quality and Service Quality on Customer Satisfaction of Sandy Honey Grilled Chicken Lampung Branch Kangsen Kenko Gunawan1.
Vonny Tiara Narundana2 DOI: https://doi.
org/10.
54443/sj.
CLOSING
Conclusion The results of the data analysis that has been carried out show:
Product quality has a clear influence on the level of customer satisfaction at the Lampung Branch of Ayam Bakar Madu Sandy.
Service quality also has a clear influence on the level of customer satisfaction in the same When Product Quality and Service Quality are considered together, both together have a clear impact on customers at Ayam Bakar Madu Sandy Lampung Branch.
Suggestion From the research findings on the impact of product and service quality on customer satisfaction for Sandy Cab Honey Grilled Chicken.
Lampung Cab.
Lampung, there are several things that need to be recommended for Sandy Cab Honey Grilled Chicken.
Lampung, namely:
Regarding product quality and customer satisfaction.
Sandy Cab Honey Grilled Chicken.
Lampung must be able to give the impression of products that are of good quality and quality to customers.
Regarding the quality of service.
Sandy Cab Honey Grilled Chicken.
Lampung must be able to provide a positive impression or service when meeting and serving customers.
Regarding customer satisfaction.
Sandy Cab Honey Grilled Chicken should be the best.
Lampung should carry out regular checks on the quality of the products provided and the services provided to each customer.
REFERENCES