A 2026 study by Nani and Anah Furyanah from Pamulang
University finds that product quality and service quality significantly
influence customer satisfaction at Mayana Kopi in Central Jakarta. The findings
are important as the rapidly growing coffee shop industry faces intense
competition, making customer satisfaction a key factor for business
sustainability.
The coffee shop industry in Indonesia has expanded rapidly,
especially in major cities like Jakarta, where cafés have evolved into social
spaces for working, meeting, and interaction. However, increasing competition
has made customer satisfaction a critical determinant of success. Inconsistent
product quality and service performance remain major challenges that can
negatively affect customer experience.
The study uses a quantitative approach with a survey method
involving 99 respondents selected from a population of 13,840 customers. Data
were collected using a Likert-scale questionnaire and analyzed through multiple
linear regression using SPSS. Validity, reliability, and classical assumption
tests were conducted to ensure data accuracy.
The results show strong positive effects from both key
variables:
- Product quality significantly affects customer satisfaction (t = 4.215; p < 0.05)
- Service quality also shows a significant effect (t = 3.876; p < 0.05)
- Both variables simultaneously influence satisfaction (F = 38.642)
- Together, they explain 56.1% of customer satisfaction variation
In the coffee shop context, product quality includes taste
consistency, freshness of ingredients, beverage presentation, and menu variety.
Service quality reflects staff friendliness, service speed, and responsiveness
to customer needs.
Nani from Pamulang University emphasizes that customer
satisfaction is shaped not only by high-quality products but also by positive
service experiences. She notes that the combination of both factors is
essential for building customer loyalty and maintaining business
competitiveness.
The implications are significant for coffee shop businesses.
Maintaining consistent product quality while continuously improving service
delivery can enhance customer experience, encourage repeat purchases, and
strengthen brand reputation through positive word-of-mouth.
The study also contributes to business and academic fields,
particularly in developing customer experience–based marketing strategies and
service management practices.
In the long term, integrating product and service quality
emerges as a key strategy for achieving competitive advantage in the rapidly
evolving food and beverage industry.
Author Profile
- Nani - Pamulang University
Source
Nani, & Furyanah, A. (2026). Product Quality and Service Quality
Influencing Customer Satisfaction in Coffee Shop Businesses. Contemporary
Journal of Applied Sciences (CJAS), Vol. 4 No. 3, 265–276.
DOI: https://doi.org/10.55927/cjas.v4i3.150
URL: https://ntlformosapublisher.org/index.php/cjas
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