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Journal articles on the topic 'Product and Service quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

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1

Safitri, Dewi, Dety Sukmawati, and Nataliningsih Nataliningsih. "Effect of Product Quality and Service Quality Customer Satisfaction of Yoghurt Milk Products." Journal of Sustainable Agribusiness 3, no. 2 (2024): 90–104. https://doi.org/10.31949/jsa.v3i2.11667.

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The purpose of this study was to determine the effect of product quality and service quality on customer satisfaction of yogurt milk products. The unit of analysis is the students of Pacet 1 State Vocational School, Pacet District, Cianjur Regency. Respondent identification technique was carried out by simple random sampling and 115 respondents were identified. The analysis technique used is path analysis. With the results obtained Product Quality Performance which includes dimensions: product aesthetics; Product benefits (yogurt milk); Durability and price suitability reach good criteria in C

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Hadi, Reza Khairul, Asep Sulaeman, and Komarudin Komarudin. "THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AT PT. AIRMAS PERKASA." International Journal Management and Economic 4, no. 1 (2025): 126–33. https://doi.org/10.56127/ijme.v4i1.1863.

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This study aims to analyze the impact of service quality and product quality on customer satisfaction at PT. Airmas Perkasa, a provider of information technology hardware in Jakarta. The study uses a quantitative approach with a survey method, involving 98 respondents. Service quality is measured based on dimensions of reliability, responsiveness, assurance, empathy, and tangible evidence, while product quality is assessed through performance, features, durability, and product reliability. Customer satisfaction is measured through consumer evaluations of the products and services received. The

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Ellitan, Lena, and Ani Suhartatik. "Increasing Repurchase Intention through Product Quality, Service Quality, and Customer Satisfaction." International Journal of Research 10, no. 10 (2023): 25–36. https://doi.org/10.5281/zenodo.8434079.

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<em>Product quality has a positive impact on repurchase intentions. Good product quality with good taste, and the wide variety of products available will make consumers visit and buy this product again in the future. Good service quality has a significant effect on repurchase intentions. This shows that good service quality alone is not enough to make consumers have the intention to buy again. Product quality has a significant effect on customer satisfaction because good product quality will create a sense of satisfaction experienced by customers. The higher the quality of the product provided

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Satria Wicaksono, Noah Jonathan, and J. E. Sutanto. "THE IMPACT OF PRODUCT VARIATION, PRODUCT QUALITY, AND SERVICE QUALITY ON PURCHASE DECISION OF KO-KOPIAN PRODUCTS." International Journal of Economics, Business and Accounting Research (IJEBAR) 6, no. 1 (2022): 570. http://dx.doi.org/10.29040/ijebar.v6i1.4860.

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Abstract: The research which entitled "The Impact of Product Variation, Product Quality, and Service Quality on Purchase Decision of Ko-Kopian Products" has three objectives, that is, (1) knowing the impact of product variations on purchase decision of Ko-Kopian products, (2) knowing the impact of quality products on purchase decision of Ko-Kopian products, (3) knowing the impact of service quality on purchase decision of Ko-Kopian products. Ko-Kopian is a company that runs in the field of processed coffee beverage products. Product sale is carried out through offline store that is located in

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Kenyon, George, and Kabir Sen. "A model for assessing consumer perceptions of quality." International Journal of Quality and Service Sciences 4, no. 2 (2012): 175–88. http://dx.doi.org/10.1108/17566691211232909.

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PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future inve

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Holm, Mats G. "Service quality and product quality in housing refurbishment." International Journal of Quality & Reliability Management 17, no. 4/5 (2000): 527–40. http://dx.doi.org/10.1108/02656710010298562.

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Garnida, Gilang Gerry, Muhammad Adly Kurnia, and Tiara Ismaya Nursyifa. "Pengaruh Service Quality dan Product Quality terhadap Customer Satisfaction di XX Catering Bandung." JIP ( Jurnal Industri dan Perkotaan ) 20, no. 1 (2024): 8. http://dx.doi.org/10.31258/jip.20.1.8-17.

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Food service providers, including accommodation and beverage services, have faced notable declines in revenue due to governmental travel and social restrictions. This impact is evident in businesses like XX Catering, a party catering company. This study aimed to assess customer responses towards XX Catering's service quality, product quality, and overall satisfaction amidst these challenges. The research involved 134 participants, primarily female, aged between 26 and 30, holding bachelor's degrees, and employed in the private sector. Results from validity and reliability assessments of the qu

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Anggraini, Yulia, and Nanda Meilania Putri. "The Effect of Product Innovation, Price, and Service Quality on Purchasing Decisions for Herbalife Products." Journal of Islamic Economics (JoIE) 3, no. 1 (2023): 76–92. http://dx.doi.org/10.21154/joie.v3i1.5091.

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Introduction: Purchasing decisions are individual activities and are directly involved in making decisions to purchase products offered by sellers. Consumer purchase decisions can occur if product innovation, prices and services provided are appropriate and satisfy consumers. This study aims to determine the effect of Product Innovation, Price, and Service Quality on Purchasing Decisions at Rumah Nutrition Melodina Club Dolopo Madiun. Research Methods: This study uses quantitative methods, using primary data. This study uses a census study technique, with a total sample of 62 respondents. The

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Nugraha, Setiya, Yosi Pahala, and Mustikasari Mustikasari. "Influence of Product Quality, Service Quality and Service Facilities on Passenger Satisfaction Soekarno-Hatta International Airport (Case Study on Luggage Service at The Airport)." Dinasti International Journal of Management Science 6, no. 2 (2024): 251–61. https://doi.org/10.38035/dijms.v6i2.3619.

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This study was conducted along with the increasing number of air passengers at Soekarno-Hatta International Airport so that it must be supported by optimal services and still ensure flight safety and security. This study aims to analyze the effect of product quality, service quality, and service facilities on passenger satisfaction at Soekarno-Hatta International Airport, especially on baggage services. This study uses a quantitative approach with a survey method, where data is obtained through questionnaires distributed to 150 passengers at Soekarno Hatta Airport. Data analysis was carried ou

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Riska Alifia, Dara, Aslikha Aslikha, Mohammad Dayat, and Sukamto Sukamto. "Implementation of Halal Product Assurance Through Halal Certification as Service Quality in Food and Beverage Products." Jihbiz : Jurnal Ekonomi, Keuangan dan Perbankan Syariah 7, no. 2 (2023): 124–37. http://dx.doi.org/10.33379/jihbiz.v7i2.2817.

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Implementing halal product guarantees through halal certification as service quality is a necessary process that involves the agency administering halal product guarantees. Halal certification as a service quality aims to ensure that the products or services provided by business actors meet the halal standards and requirements stipulated in the Islamic religion. This research examines whether halal certification is used as service quality for food and beverage products for Micro, Small, and Medium Enterprises in the Sekar Association, Purwosari District, Pasuruan Regency. The type of research

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Zhafirah, Nabilah, Rahayu Relawati, and Bambang Yudi Ariadi. "Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business." Agriecobis : Journal of Agricultural Socioeconomics and Business 4, no. 2 (2021): 142–53. http://dx.doi.org/10.22219/agriecobis.v4i2.17909.

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Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling u

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Nurbianto, Amanda Threesya, and Timotius Febry Christian. "Marketing Strategies through Product Awareness, Service Quality and Product Quality Assurance on Consumer Purchasing Decisions." Devotion : Journal of Research and Community Service 5, no. 4 (2024): 461–70. http://dx.doi.org/10.59188/devotion.v5i4.712.

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In the dynamic pharmaceutical industry, companies are undergoing significant transformations in their interactions with consumers. The health industry involves various stakeholders, and pharmaceutical products, such as medications, are predicted to continually increase in demand with the growth of the middle class in Indonesia. Pharmaceutical manufacturers compete through distribution channels such as pharmacies and large pharmaceutical retailers to meet the demands of the government, patients, and entrepreneurs. With the rising number of patients, PT. Satoria Aneka Industri needs to develop a

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Syeis, Muhammad, Sulaiman Helmi, and Muji Gunarto. "The Influence of Promotion, Product Quality, and Service Quality on Fixed Broadband Internet Consumer Satisfaction." Journal of Social Work and Science Education 5, no. 1 (2024): 254–60. http://dx.doi.org/10.52690/jswse.v5i1.735.

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PT Eka Mas Republik is a company engaged in the field of Fixed Broadband internet service providers which aims to provide internet services to the community. This study aims to empirically determine the acceptance of Fixed Broadband PT Eka Mas Republik on the customer side. This study uses a model adopted from the variables of Media Promotion, Product Quality, Service Quality, and Customer Satisfaction. Furthermore, the model was analyzed using the Partial Least Square Structural Equation Model (SEM-PLS). The results showed varying relationships between exogenous variables and endogenous varia

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Sahid, Wahno, and Feryyal Abadi. "The Effect of Product Quality, Service Quality on Customer Loyalty Mediated Satisfaction for Grabfood Customers in Jabodetabek." International Journal of Science and Society 6, no. 2 (2024): 545–65. http://dx.doi.org/10.54783/ijsoc.v6i2.1181.

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Customer loyalty is a crucial factor in an organization's growth and financial performance. This study aims to investigate how Product Quality influences customer loyalty, service quality, and customer happiness among Grab Food’s customers while making purchases. The population for this study consists of all online Grab food consumers in Indonesia, with a sample size of 173 online Grab food clients. The research used Structural Equation Models (SEM) for data analysis.). Research shows that both product quality and service quality have a significant influence on Grab Food’s customer loyalty in

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Safrizon, Nurul Ain, and Nil Firdaus. "The Influence of Product Quality and Mobile Banking Service Quality on the Satisfaction of Bank Nagari Syariah Customers." Rangkiang: Journal of Islamic Economics and Business 3, no. 1 (2025): 42–52. https://doi.org/10.70072/rangkiang.v3i1.147.

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This study aims to determine the influence of product quality and mobile banking service quality on customer satisfaction of Islamic banking banks, a case study of Islamic banking students of the 2023 batch. This research is a field research using a quantitative approach. The results of the study showed that product quality (X1) did not have a significant influence on customer satisfaction (Y) in Islamic banks. This indicates that although the services provided by Islamic banks are relatively good, it does not directly increase customer satisfaction levels. On the other hand, the service quali

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Lbn. Raja*, Edward A., Maharani Maharani, and John G. Lbn Raja. "The Effect of Product Quality and Service Quality on Customer Satisfaction." Riwayat: Educational Journal of History and Humanities 6, no. 2 (2023): 494–99. http://dx.doi.org/10.24815/jr.v6i2.30545.

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In producing a product, the quality of the product is something that must be done by the company so that consumers will feel satisfied with the product that will be used by the customer. product quality will have an influence on customer satisfaction so that the use of the product will occur at a later time because there is satisfaction. In addition to product quality that will be felt by customers, it is also necessary to provide good service to customers so that customers feel well served by the company or service provider. respondents who serve as the population and research samples are cus

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Kleimenova, S. M. "REGARDING THE QUALITY OF LEGAL SERVICES." Constitutional State, no. 57 (April 15, 2025): 160–66. https://doi.org/10.18524/2411-2054.2025.57.325394.

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The Civil Code of Ukraine establishes general provisions on services, but does not specify the concept and characteristics of this type of civil rights object. Therefore, when legal services are provided to both individuals and legal entities, controversial issues arise regarding the quality of this type of service. This article deals with issues related to determining the quality criteria for legal services. Product quality is a set of product properties that determine the degree of suitability for its intended use. It is the degree of perfection that a product, service or other output produc

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Kristiawan, Yudhy, Hartoyo Hartoyo, and Budi Suharjo. "Customer Satisfaction: Service Quality or Product Quality (Case Study at Fast Food Restaurant in Jabodetabek)." Binus Business Review 12, no. 2 (2021): 165–76. http://dx.doi.org/10.21512/bbr.v12i2.6672.

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Along with the increasing number of fast food restaurant (FFR), the level of competition has also increased. Business owners and managers of FFR are required to provide quality services and products to maintain their existence. Product and service quality and customer satisfaction have a close relationship with company profits. Customer satisfaction is determined by customers’ perceptions regarding product or service performance to meet customer expectations. The research aimed to determine the factors that influenced customer satisfaction of the FFR. The research was conducted in FFR in Jabod

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Djoko Purwito, Dewanto. "Influences of Product Quality, Price Perception and Service Quality on Consumer Decision for Electric Motorcycle." International Journal of Science and Research (IJSR) 13, no. 1 (2024): 801–4. http://dx.doi.org/10.21275/sr24110150851.

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Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Description of Florists' Cognitive Structure and Perceived Performance of Supplier Services through Second-order Factor Analysis." Journal of the American Society for Horticultural Science 116, no. 1 (1991): 161–65. http://dx.doi.org/10.21273/jashs.116.1.161.

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Retail florists' performance ratings of services provided by wholesale growers, wholesale florists, and grower-shippers/brokers were factor-analyzed to yield a hierarchical classification of customer service in floral distribution. Nine customer service factors were identified and three major independent classes of customer service were defined, including 1) physical distribution, 2) marketing, and 3) product quality services. Florists rated the performance of suppliers' physical distribution services higher than marketing and product quality services. Florists' perception of physical distribu

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Harris, Sirait, Nurbaity Lubis Arlina, and Gultom Parapat. "Effect of Product Quality and Service Quality towards Loyalty through Customer Satisfaction at the Taplus BNI Medan Petisah Sub Branch." International Journal of Research and Review 7, no. 6 (2020): 202–8. https://doi.org/10.5281/zenodo.3952286.

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One of the services industries that engage in finance is the banking industry. The main activities of banks generally do raise funds from the community and channel it to the community. The purpose of this research is to see the effect of product quality and service quality towards loyalty through customer satisfaction. This research is a study that tests the relationship of more than two variables. The population in this research is the customer of the Taplus BNI Medan Petisah Sub Branch with sample withdrawal method using purposive sampling with hypothesized testing device using structural eq

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Fadwa, Fadilah, Zulkifli M. Efendi Sir, and Christine Herawati Limbong. "The Effect of Service Quality and Product Quality on Loyalty Mediated by Customer Satisfaction." Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) 5, no. 2 (2022): 853–74. http://dx.doi.org/10.31538/iijse.v5i2.2511.

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Service quality and product quality are the most important components in measuring student satisfaction and loyalty, especially for those who are attending education in the field of courses and training. This study aims to determine the effect of service quality and product quality on loyalty which is mediated by customer satisfaction at the Intermedia Computer Training and Training Center Rantauprapat Institute. This study uses quantitative methods. The data analysis technique used is the classical assumption test and this study uses path analysis which will discuss the direct or indirect eff

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Mandal, Pratap Chandra. "Management of Service Quality With Involvement of Technological Developments in Organizations." International Journal of Technology Diffusion 14, no. 1 (2023): 1–12. http://dx.doi.org/10.4018/ijtd.319975.

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Service companies should generate and deliver superior services and manage service quality. The objective of the study is to analyze the various aspects of management of service quality. The methodology adopted is a conceptual analysis of managing service quality in organizations. Companies should manage customer expectations and product-service bundles. They should appreciate and involve technological developments and information technology in management of service quality. They should implement self-service technologies and chatbots to improve service quality. Academicians may analyze the va

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Erwin, Sadalia Isfenti, and Sulistya Rini Endang. "The Effect of Product Quality and Services on Customer Satisfaction and Customer Loyalty Product Support of PT Trakindo Utama Zona Pekanbaru." International Journal of Research and Review 7, no. 6 (2020): 176–84. https://doi.org/10.5281/zenodo.3952272.

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Understanding the factors that influence customer loyalty is very important for the company, because the customer loyalty has an important dimension in supporting the achievement of sales targets, including are repurchases, retention and referrals dimension. For five years since 2012, spare parts and services sales in Trakindo Utama Pekanbaru zone has been decreased significantly. In year of 2012 sales of spare parts and services reached USD 10.3 million, but in year of 2016 fell significantly only reached USD 3.8 million. The research was conducted in Trakindo Utama Pekanbaru zone by using su

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Mahrusul Faizin, Achmad Daengs GS, Mahjudin Mahjudin, Diana Zuhro, and Tjandra Wasesa. "Pengaruh Harga, Kualitas Produk Dan Kualitas Pelayanan Terhadap Volume Penjualan Produk Jasa Bordir Pada Cv. Aditama Di Kota Surabaya." Jurnal Mahasiswa Manajemen dan Akuntansi 2, no. 1 (2023): 167–86. http://dx.doi.org/10.30640/jumma45.v2i1.1613.

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This study analyzes the effect of price, product quality and service quality to increase sales volume embroidery services Aditama CV of Surabaya. Data were obtained from questionnaires and direct observation in the field. Data were analyzed using multiple linear regression. The finding’s show that the simultaneous price, product quality and service quality affect the volume of sales. This means that the price, product quality and service quality of each has and effect on the sale of embroidery services Aditama CV of Surabaya. Partially price variables have a dominant influence on the sales vol

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Nasution, Torang. "Kebijakan Quality Tourism pada Product, Service, Management." Warta Pariwisata 19, no. 2 (2021): 1–4. http://dx.doi.org/10.5614/wpar.2021.19.2.01.

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Di dalam menyikapi kebijakan untuk menciptakan pariwisata berkualitas atau quality tourism, dibutuhkan pandangan yang holistik pada beberapa aspek. Aspek -aspek yang perlu ditinjau dalam hal ini dapat dilihat dari sisi product, service dan management. Ke tiga aspek tersebut tidak terlepas dari indikator-indikator untuk menilai sebuah pariwisata yang berkualitas di sebuah destinasi.

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Călin, Floricica Mariana. "Consumer Response to Product and Service Quality." Procedia - Social and Behavioral Sciences 187 (May 2015): 526–31. http://dx.doi.org/10.1016/j.sbspro.2015.03.098.

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Cook, David P., and Dinesh S. Dave. "Structural elements of online service product quality." International Journal of Business Performance Management 6, no. 2 (2004): 189. http://dx.doi.org/10.1504/ijbpm.2004.005015.

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Cravens, David W., Charles W. Holland, Charles W. Lamb, and William C. Moncrief. "Marketing's role in product and service quality." Industrial Marketing Management 17, no. 4 (1988): 285–304. http://dx.doi.org/10.1016/0019-8501(88)90032-6.

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Retna, Dewi Wulan, and Angga Sulistiono. "Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Tirta Pakuan Kota Bogor." Jurnal Ilmiah Manajemen Kesatuan 2, no. 3 (2014): 220–28. http://dx.doi.org/10.37641/jimkes.v2i3.805.

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In the free trading era, many companies are met with increasing consumer demands. Companies must provide service excellenæ to satisfr customets. The serviæ quality has a closed relationship with the customer satisfaction. PDAM Tirta Pakuan Kota Bogor, as a public service company, develops the products and services quality. The companies' strategies are providing a goodfoundation for business continuity, encourage the creation ofcustomer satisfaction, establish recommendations through word of mouth. The purpose of this study is to examine the effect of product quality and service quality on cus

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Silalahi, Irene Sinta, Johny R. E. Tampi, and Aneke Y. Punuindoong. "Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang." JURNAL ADMINISTRASI BISNIS 8, no. 2 (2019): 67. http://dx.doi.org/10.35797/jab.8.2.2019.23564.67-74.

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This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25

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Fuad, Berry Humaidi, and Reny Nadlifatin. "Analysis of Satisfaction of Umrah Using Service Quality and Quality Function Deployment Methods." Jurnal Teknobisnis 9, no. 2 (2024): 79–95. http://dx.doi.org/10.12962/j24609463.v9i2.1872.

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The role of the Hajj and Umrah trips is not only to bring their pilgrims to Saudi Arabia. The role of travel here must ensure that pilgrims can get the services provided. From this study, the role of Umrah travel from PT XYZ must be able to meet the quality of service which is a measure of the success of a service. To measure the success of the service, an analysis will be carried out using the Service Quality and Quality Function Deployment methods. This study aims to measure Umrah pilgrims' satisfaction with services at PT XYZ by using the Service Quality and Quality Function Deployment meth

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Justin, Jocelyn, Tifanny Husin, and Tessa Monica Sidauruk. "The Influence of Product Quality, Service Quality, and Price Towards Customer Purchase Decision at Starbucks Coffee in Diponegoro Medan." Influence of Product Quality, Service Quality, and Price Towards Customer Purchase Decision at Starbucks Coffee in Diponegoro Medan 3, Vol. 3 No. 1 (2021): January 2021 (2024): 16. https://doi.org/10.59890/ijebma.v3i1.223.

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The effect of service quality has a significant positive effect on Starbucks Coffee customer purchase decision at Diponegoro Medan, meaning that the better the service, the higher the level of satisfaction obtained by consumers. This is reasonable because consumers always see the most important in terms of service quality. The effect of product quality has a significant positive effect on Starbucks Coffee customer purchase decision in Diponegoro, Medan meaning that the better the product quality, the higher the level of satisfaction created and obtained by consumers. This is reasonable because

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Munawaroh, Madaniah, and Zainal Zawir Simon. "The Influence of Store Atmosphere, Service Quality, Product Quality, and Price on Customer Satisfaction." Research of Business and Management 1, no. 1 (2023): 35–44. http://dx.doi.org/10.58777/rbm.v1i1.21.

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This research was conducted with the aim of examining the effect of Store Atmosphere, Service Quality, Product Quality and Price on Customer Satisfaction on One Pintu Coffee Customers in Bandung. This research uses explanatory research. The population of this research is customers who are or have used One Door services and products with a total of 100 respondents. Data was collected using a survey method with a questionnaire instrument. Data analysis using multiple linear regression analysis. The results of the study show that: (1) Store atmosphere has a positive and significant effect on cust

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Wildan Army Abdillah, Rengga Madya Pranata, and Muhammad Iqbal Nurfauzan. "Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan Pengguna Wifi Indihome Kota Tasikamalaya." Jurnal Manajemen & Bisnis Kreatif 10, no. 1 (2024): 74–87. https://doi.org/10.36805/manajemen.v10i1.7872.

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This study aims to determine the influence of product quality and service quality on customer satisfaction, with a focus on IndiHome services. The method used in this research is a quantitative method, where questionnaires are used as the data collection instrument. The research sample was taken from a portion of IndiHome customers who have used the service. The data analysis results indicate that product quality and service quality have a positive and significant impact on customer satisfaction. This is supported by a determination coefficient of 70.3%, indicating that 70.3% of the variabilit

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Badriatin, Tine, Wursan, Kurniawan, and Ageng Asmara Sani. "Pengaruh Service Quality, Product Quality, dan Iklan Terhadap Nasabah BNI." ARBITRASE: Journal of Economics and Accounting 4, no. 2 (2023): 169–75. http://dx.doi.org/10.47065/arbitrase.v4i2.1208.

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Customer satisfaction is the ultimate goal of a service process carried out by both government and private agencies. This research originates from the existence of various problems in the field which indicate that customer satisfaction is still not optimal. This is indicated by the amount of funds collected when viewed from the debit balance, which has fluctuated. This shows that the level of satisfaction has also fluctuated. Factors that influence customer satisfaction, including service quality, product quality and advertising. The purpose of this study was to determine and describe the effe

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Jentrasaswin, Gede Paramananda, A. A. P. Agung Suryawan Wiranatha, and I. Ketut Satriawan. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 6, no. 2 (2018): 125. http://dx.doi.org/10.24843/jrma.2018.v06.i02.p04.

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Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers.

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Sumardi, Sumardi, and Adji Achmad Rinaldo Fernandes. "The influence of quality management on organization performance: service quality and product characteristics as a medium." Property Management 38, no. 3 (2020): 383–403. http://dx.doi.org/10.1108/pm-10-2019-0060.

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PurposeThe effect of the quality management system on service performance. The mediating effect of service quality on the influence of the quality management system on service performance. The mediating effect of product characteristics on the influence of the quality management system on service performance.Design/methodology/approachThe analysis unit of this research were the service organizations/fields presented by each of the experts working in the consulting companies/business entities of construction planners that have Grade 4 qualification and have been the members of Inkindo registere

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Siswanto, Yan Herdianzah, Nurhayati Rauf, and Alim Suja’setyahadi. "Analysis Of Quality Improvement Of Two Wheel Motor Vehicle Services Using Quality Function Deployment Method At Rezky Jaya Motor Workshop Makassar." Journal of Industrial System Engineering and Management 1, no. 2 (2022): 55–62. http://dx.doi.org/10.56882/jisem.v1i2.9.

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ABSTRACT Resky Jaya Motor Makassar is one of the general motorcycle repair shops serving services such as medium service, light service, and heavy service. There are several complaints about service satisfaction at the Resky Jaya Motor workshop, most of the se complaints are in service, work supervision, vehicle systems, and inapropriate processing times. The purpose of this study is to know the service attributes desired by the customer and to know the service attributes that provide satisfaction to the customer. The method used in this research is Quality Function Deployment (QFD), as

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Yudhi Prasetya Mada and Cahyanti Reydafa Bintari. "IMPACT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION." International Journal of Innovations in Engineering Research and Technology 11, no. 8 (2024): 25–36. http://dx.doi.org/10.26662/ijiert.v11i8.pp25-36.

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The rapid growth of food business in Indonesia also leads to increased competition. Restaurants should have the advantage of being able to compete in order to survive and win the competition in this food business. One way that can be used to achieve such excellence is to implement the right quality of service and product quality so as to improve customer satisfaction and create consumer loyalty. This research aims to analyse the impact of service quality and product quality on customer satisfaction and the customer loyalty in restaurants and to know which factors are influential in the restaur

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Yummil, Yummil, Perengki Susanto, Dina Patrisia, Nora Zulvianti, and Fitri Audila. "Da'wah Through Service Excellence: Analyzing Customer Satisfaction in Islamic Aqiqah and Catering Services." Ilmu Dakwah: Academic Journal for Homiletic Studies 19, no. 1 (2025): 141–64. https://doi.org/10.15575/idajhs.v19i1.39958.

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This research examines the impact of product and service quality on customer satisfaction within the context of Islamic aqiqah and catering services, integrating a da'wah (Islamic outreach) perspective. Aqiqah services hold significant religious importance in Islamic culture, serving not only as commercial enterprises but also as vehicles for preserving and promoting Islamic traditions. Customers often encounter challenges regarding product and service quality in the marketing process, which directly affects their satisfaction levels. This study employs a quantitative research method with data

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Морозов, Владимир, and Vladimir Morozov. "Impact of objective and subjective indicators of service quality on consumption of domestic services." Services in Russia and abroad 9, no. 3 (2015): 156–67. http://dx.doi.org/10.12737/14404.

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Currently, the final product (goods or services) becomes more intangible due to the presence service component in its structure, comprising a set of additional accessories and services. In fact, the presence of the service components in the product is not an innovation in pure form. Issues related to the quality of customer service have been in focus in the 70-80-ies XX century, in the so-called Soviet period. The need to improve the level of service to ensure product competitiveness and achieving enterprise competitive advantages is the peculiarity of consumer market development nowadays. The

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Izzatillah, Millati. "QUALITY MEASUREMENT OF TRANSPORTATION SERVICE APPLICATION GO-JEK USING ISO 25010 QUALITY MODEL." Simetris: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer 10, no. 1 (2019): 233–42. http://dx.doi.org/10.24176/simet.v10i1.2945.

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GO-JEK is the most widely used transportation service application by Indonesian society that its users reached 21.6% of the total users of transportation service application. GO-JEK application has 12 services include many functions that must running well. The services can be ordered by multiple users in the same time. Based on that condition, quality of GO-JEK application need to be measured that all functions running well or not. So, the result will be better application performance using mobile application quality measurement standards ISO 25010 Quality Model. Testing result of all subchara

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TEKİN, Mahmut, Yılmaz GÖBENEZ, and Derya ÖZTÜRK. "TÜKETİCİLERİN ÜRÜN/HİZMET KALİTESİ ALGILARININ SATIN ALMA DAVRANIŞLARI ÜZERİNE ETKİSİ: MARKA AŞKININ ARACI ROLÜ." SOCIAL SCIENCE DEVELOPMENT JOURNAL 7, no. 33 (2022): 307–20. http://dx.doi.org/10.31567/ssd.701.

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Brand love is the sum of the values that turn into desire and passion with the pleasure, enthusiasm, and excitement that a consumer experiences when using a product or service. This passion turns into brand love over time, whether the consumer is aware of it or not. Brand love is full of surprises, just like the love people have for each other. This element of surprise is about the change in the feeling that reveals love in us and keeps it alive. This change in feeling is related to the quality that creates love depending on fashion, innovation, products, services, time, and trust in a brand.

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Reni Widiastuti. "Dampak Loyalitas Pelanggan Dipengaruhi Oleh Kualitas Produk, Layanan, Dan Kepercayaan Pelanggan." Jurnal Bisnis, Ekonomi Syariah, dan Pajak 1, no. 1 (2024): 31–52. http://dx.doi.org/10.61132/jbep.v1i1.38.

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This research aims to investigate the impact of customer loyalty by focusing on the influence of product quality, service and customer trust. The research method used is a survey involving respondents who are customers from various industrial sectors. Data is collected through questionnaires that share customer perceptions of product quality, service, and their level of trust in the brand or company. The results of data analysis show that product quality, service and customer trust significantly influence the level of customer loyalty. Good product and service quality can increase customer sat

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 600–602. https://doi.org/10.5281/zenodo.7748517.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Dr., P.B. Mene. "Service quality Aspects in Information Science." International Journal of Advance and Applied Research 10, no. 3 (2023): 746–48. https://doi.org/10.5281/zenodo.7788398.

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Service quality is a critical element of customer perceptions and customer satisfaction. In the case of pure services, like health care, financial services, education, etc, service quality will be the dominant element in customers evaluations. In cases in which customer services are offered in combination with a physical product like, IT services, auto services service quality may also be very critical in determining customer satisfaction. The measurement of subjective aspects of customer services depends on the conformity of the expected benefit with the perceived result. This depends upon th

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Pastikan Vision Boi Tebulo Laia and Sri Handini. "The Influence of Product Quality, Service Quality and Perceived Quality on Repurchase Intention with Customer Satisfaction as Intervening Variables at XXYZ Surabaya Store Customers." Sinergi : Jurnal Ilmiah Ilmu Manajemen 12, no. 1 (2022): 35–39. http://dx.doi.org/10.25139/sng.v12i1.5692.

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Abstract. Product quality is the result of the production of a product that can be a factor in sales volume. Meanwhile, service quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. In addition to product quality and service quality, there is perceived quality, namely the customer's perception of the overall quality or superiority of a product or service related to what is expected by the customer. The hypothesis of this study states that the three variables, namely, product quality, service quality and per

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Indrianti, Nur, Devika Kumala, and Tri Wibawa. "QFD APPROACH FOR QUALITY IMPROVEMENT OF A SUSTAINABLE PRODUCT-SERVICE SYSTEM." International Journal of Service Management and Sustainability 1, no. 1 (2019): 76. http://dx.doi.org/10.24191/ijsms.v1i1.6036.

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Increasing awareness of the importance of services has given rise to the concept of product-service system where goods and services are sold as an integrated package to customers. On the other hand, the emerging sustainability concept has escalated the demand for sustainability for industries. Consequently, it is necessary to build strategies that lead the company to achieve sustainability goals while keeping competitiveness. Drawing on the necessity service and sustainability concept in the quality improvement of the product-service system, this study aims to develop a systematic design tool

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Pranata, Made Nanda, Amna Hartiati, and Cokorda Anom Bayu Sadyasmara. "Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 4 (2019): 594. http://dx.doi.org/10.24843/jrma.2019.v07.i04.p11.

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The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality pr

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