How product and service quality drive customer satisfaction? Insights from a local coffee shop

Abstract

This study aims to identify the influence of product and service quality on customer satisfaction at Ghathaf Coffee Premium, Teupin Punti, North Aceh. The research method used is quantitative with a survey approach. Data was collected through questionnaires distributed to 75 regular customers with experience with products and services, and the data. The regression analysis results indicate that product quality positively and significantly affects customer satisfaction. Service quality also has a positive and significant effect on customer satisfaction. Furthermore, product and service quality collectively positively and significantly affect customer satisfaction. The implication of this study highlights the importance of Ghathaf Coffee Premium continuously improving its product and service quality to maintain and enhance customer satisfaction while strengthening its market position.