Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Restoran Geisha The Sushi House Jakarta Barat

Abstract

This study aims to determine and analyze the influence of product quality and service quality, both partially and simultaneously, on customer satisfaction at Geisha The Sushi House Restaurant, West Jakarta. The rapidly growing Japanese culinary industry demands that businesses maintain quality to create a maximum dining experience for consumers. The research method used was descriptive quantitative. Sampling was conducted using a probability sampling technique with a total of 106 customers as respondents. Data were collected using a structured questionnaire and processed using SPSS version 27 software. Hypothesis testing was conducted through multiple linear regression analysis, partial t-tests, simultaneous t-tests (F-tests), and coefficient of determination (R²) tests. The t-test results indicate that product quality has a positive and significant partial effect on customer satisfaction with an independent contribution of 19.98%. Service quality also has a positive and significant partial effect on customer satisfaction with an independent contribution of 14.29%. Furthermore, the F-test results confirmed that product quality and service quality simultaneously (together) have a positive and significant effect on customer satisfaction, with an F-value of 69.229. The simultaneous coefficient of determination (R²) indicates that these two independent variables explain 57.3% of the variation in customer satisfaction levels, while the remaining 42.7% is influenced by factors outside the research model.