Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Eustacio Coffee Surabaya

Zulian, Venni (2025) Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Eustacio Coffee Surabaya. Sosio Agribisnis, 2 (1). pp. 1-11. ISSN 1412-1816 (Submitted)

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Abstract

This study aims to analyze the influence of product quality and service quality on customer satisfaction at Eustacio Coffee Surabaya. The research background is based on the increasing trend of coffee consumption and the growth of coffee shop businesses in major cities, including Surabaya. Product and service quality are two primary factors that influence customer loyalty and satisfaction. The research method used is quantitative with a descriptive approach and analysis using Structural Equation Modeling-Partial Least Square (SEM-PLS). Data was collected through a questionnaire distributed to 100 respondents who are active consumers of Eustacio Coffee. The results show that product quality has a positive and significant effect on customer satisfaction, while service quality also has a significant effect, although to a lesser degree than product quality. The most dominant indicator of product quality is the completeness of the product variation, while for service quality, responsiveness of staff is the most notable. Based on these findings, Eustacio Coffee is expected to maintain its product quality and improve service aspects, especially in empathy and physical evidence. This research provides a reference for coffee shop entrepreneurs in developing sustainable strategies for enhancing customer satisfaction.

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