ABSTRAK
Penelitian ini bertujuan untuk menganalisis kualitas produk di Relatives Jakarta Coffee,
menganalisis kualitas pelayanan di Relatives Jakarta Coffee, menganalisis kepuasan
konsumen di Relatives Jakarta Coffee menganalisis pengaruh kualitas produk dan
kualitas pelayanan terhadap kepuasan konsumen di Relatives Jakarta Coffee.Populasi
pada penelitian ini adalah seluruh konsumen Relatives Jakarta Coffee. Teknik
pengambilan sampel sebanyak 120 orang. Teknik pengumpulan data menggunakan
kuesioner yang telah diuji validitas dan reliabilitas. Teknik analisis data yang
digunakan untuk menjawab hipotesis adalah regresi linear berganda.Hasil penelitian
ini menunjukkan bahwa: (1) Terdapat Pengaruh positif kualitas produk terhadap
kepuasan konsumen diperoleh koefisien regresi arah positif dan nilai t hitung 4.188 >
1.980 nilai t tabel, dengan signifikan sebesar 0.000 < 0.05. (2) Terdapat Pengaruh
positif kualitas pelayanan terhadap kepuasan konsumen diperoleh koefisien regresi
arah positif dan nilai t hitung 3.763 > 1.980 nilai t tabel, dengan signifikan sebesar
0.000 < 0.05. (3) Terdapat pengaruh kualitas produk, kualitas pelayanan secara
bersama-sama terhadap kepuasan konsumen di Relatives Jakarta Coffee, dibuktikan
dari nilai F hitung sebesar 240.668 dengan signifikansinya sebesar 0.000 < 0.05.
Kata kunci: Kualitas Produk, Kualitas Pelayanan, dan Kepuasan Konsumen
ABSTRACT
This research aims to analyze product quality at Relatives Jakarta Coffee, analyze
service quality at Relatives Jakarta Coffee, analyze consumer satisfaction at Relatives
Jakarta Coffee and analyze the influence of product quality and service quality on
consumer satisfaction at Relatives Jakarta Coffee.The population in this research is all
consumers of Relatives Jakarta Coffee. The sampling technique was 120 people. The
data collection technique uses a questionnaire that has been tested for validity and
reliability. The data analysis technique used to answer the hypothesis is multiple linear
regression. The results of this research show that: (1) There is a positive influence of
product quality on consumer satisfaction. The regression coefficient is positive and the
calculated t value is 4,188 > 1,980 t table value, with a significance of 0.000 < 0.05.
(2) There is a positive influence of service quality on consumer satisfaction. The
regression coefficient is positive and the calculated t value is 3,763 > 1,980 t table
value, with a significance of 0.000 < 0.05. (3) There is an influence of product quality
and service quality together on consumer satisfaction at Relatives Jakarta Coffee, as
evidenced by the calculated F value of 240,668 with a significance of 0.000 < 0.05.
Keywords: Product Quality, Service Quality, and Consumer Satisfaction
