Analysis of the Influences of Service Quality, Product Quality, and Price Perception Toward the Satisfaction of Micro, Small and Medium Enterprises Customers in Manado City (Study on GG IE LOEN BY DEFOMA Restaurant)

Abstract

The aim of this research is to determine the influence of service quality, product quality, and price perception on customer satisfaction at GG Ie Loen by Defoma Restaurant, simultaneously or partially. Data collection in this research used questionnaires and documentation with a total of 80 respondents who were customers of the GG Ie Loen by Defoma Restaurant. The results of this research show that there is a significant influence of service quality, product quality, and price perception on customer satisfaction, both simultaneously and partially. Based on the research results, although it has an influence, service quality is the weakest factor in influencing customer satisfaction compared to product quality and price perception. This shows that the quality of service provided by the restaurant still needs to be improved. Apart from that, GG Ie Loen by Defoma must continue to pay attention to the quality of food and drink raw materials so that they remain fresh so that they can provide good quality food and drink to customers. GG Ie Loen is also advised to maintain the prices of their food and drinks so that they remain affordable for customers.