PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN : "Studi Kasus Kunang-kunang Café and Resto Ciater Spa Resort Subang" - Utami, Ananda Putri (2015)
Ciater Spa and Resort adalah tempat medical and health center yang memberikan fasilitas wisata dan menyediakan berbagai macam produk layanan, salah satunya adalah Kunang - Kunang cafe and resto. Dengan perkembangan bisnis cafe and resto hendaknya Kunang - kunang rafe and resto harus lebih memperhatikan kualitas produk dan kualitas pelayanan yang diberikan terhadap kepuasan konsumen, karena kepuasan konsumen merupakan salah satu hal penting dalam bisnis cafe and resto. Penelitian ini dilakukan untuk mengetahui gambaran serta pengaruh kualitas pelayanan dan kualitas produk terhadap kepuasan konsumen pada Kunang-Kunang Cafe and Resto baik simultan maupun parsial. Metode penelitian yang digunakan adalah korelasi regresi berganda dan korelasi determinasi yang dianalisis secara deskriftif. Dengan alat pengumpulan data berupa pedoman wawancara, kuisioner atau angket, serta telaah kepustakaan. Berdasarkan hasil penelitian menunjukan bahwa kualitas pelayanan berpengaruh positif signifikan, sedangkan kualitas produk berpengaruh positif signifikan terhadap kepuasan konsumen. Secara keseluruhan, kualitas pelayanan dan kualitas produk memiliki pengaruh terhadap kepuasan konsumen. Saran dalam penelitian ini adalah Kunang-kunang cafe and resto perlu menambah jumlah waiters serta casual, memperhatikan timing of preparation, dan menerapkan standar operasinal prosedur pada pengolahan makanan. Selain itu karyawan harus lebih komunikatif dalam melayani pelanggan guna terwujudnya kepuasan konsumen. Kata Kunci:Kualitas Pelayanan, Kualitas Produk, Kepuasan Konsumen Ciater Spa Resort is a medical and health ceter that provide tourist facilities and provide many service product, one of wich is a meeteing package product. With develepoment of cafe and resto business Kunang - Kunang cafe and resto should more attention to the product quality and service quality that is given to the costumer satisfaction, because the costumer satisfaction is one of the most important thing in cafe and resto business. This Research is to find out the description and the influence of product quality and service quality to the costumer satisfaction at Kunang-kunang cafe and resto simultan cously and partially. The research method used isthe correlation of determination were analyzed descriptively. Then, the results of the data collection was processed with data collection tools in the form of interview guides, questionnaires, and study of literature. Based on the research result explain that service quality has significant effect while the quality product has a positive effect was significant onconsumers satisfaction. The overall quality service and quality product have an influence on consumer satisfaction, this explain that the quality service need the attention at number of waiters. Suggestion in this research are Kunang-kunang cafe and resto needs to increase the number of waiters, consider timing preparation and apply the standar operational procedure at food processing, beside that the waiters should more communicative to serve the costumers in order to achieve the costumer satisfaction. Keyword: Quality Service, Qualtiy products, Customer Satisfaction.