THE INFLUENCE OF SERVICE QUALITY, PRODUCT QUALITY, PRICE AND ENVIRONMENT ON THE CUSTOMER SATISFACTION (A CASE STUDY OF THE CHINESE HOT POT RESTAURANT IN JAKARTA)

Abstract

This study is about the influence of service quality, product quality, price and environment on the customer satisfaction (A case study of the Chinese hot pot restaurant in Jakarta). With the rapid economic growth, and also the development of s ociety, people’s standard of living is improved continually, and also the quality of goods is regarded as an important thing. The most important thing for restaurant is find out how to satisfy their customers and get return from customers. In this study th e quantitative research method was used to find out whether service quality, product quality, price and environment have the influence on customer satisfaction in Jakarta’s Chinese Hot Pot Restaurant. The data was collected from 400 respondents who have ea ten in the Chinese hot pot restaurant in Jakarta. Through SPSS analysis, the result of this study shows that product quality and environment have a huge influence on customer satisfaction. In the future, the Chinese hot pot restaurant in Jakarta should imp rove the product quality and environment parts.