Skip to main content
Articles

Influence Service Quality and Product Quality Towards Customer Satisfaction Through Purchasing Decisions At Kajan Bento Restaurant In Karawang Regency, West Java Province

  • 1*,2,3 Universitas Krisnadwipayana.

* Corresponding Author: Chella Aprianti

Open Access
Published
Pages
145-153

Issue

Vol. 6 No. 1 (2026)

Indonesian Journal Economic Review (IJER)
March

Abstract

This study aims to analyze the effect of service quality and product quality on satisfaction through customer purchasing decisions at Kajan Bento Restaurant, Karawang Regency. The respondents of this study were customers of Kajan Bento Restaurant in Karawang Regency, West Java Province. The data analysis techniques used were descriptive analysis and path analysis. The results of the study indicate that service quality and product quality have a positive and significant effect on the purchasing decisions of customers at Kajan Bento Restaurant in Karawang Regency, West Java Province. Service quality and product quality have a positive and significant effect on customer satisfaction at Kajan Bento Restaurant in Karawang Regency, West Java Province. Customer satisfaction has a positive and significant effect on the purchasing decisions of customers at Kajan Bento Restaurant in Karawang Regency, West Java Province. service quality and product quality have a positive and significant effect on customer satisfaction through the purchasing decisions of Kajan Bento Restaurant customers in Karawang Regency, West Java Province.

Keywords

How to Cite

Aprianti, C., Razak, I., & Rejeki, D. (2026). Influence Service Quality and Product Quality Towards Customer Satisfaction Through Purchasing Decisions At Kajan Bento Restaurant In Karawang Regency, West Java Province. Indonesian Journal Economic Review (IJER), 6(1), 145-153. https://doi.org/10.59431/ijer.v6i1.747

References

  • Eni. (2016). Sugiono. Qualitative and Quantitative Research Methods, 6(11), 951–952.
  • Febriani, S. (2022). Descriptive analysis of standard deviation. Tambusai Education Journal, 6(1).
  • Garvin, D. A. (1987). Competing on the eight dimensions of quality. Harvard Business Review, 87(603).
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. https://doi.org/10.1016/j.ijpharm.2011.02.019
  • Hidayat, A. (2017). Understanding and explanation of autocorrelation tests. Statistikian.
  • Kotler, P., Keller, K. L., & Chernev, A. (2016). Marketing management. Pearson Education.
  • Mariasinta, M., & Riady, I. (2019). Chapter II theoretical basis 2.1. Product definition. Journal of Chemical Information and Modeling, 53(9).
  • Nandhany, C., Mukaromah, S., & Pratama, A. (2020). Analysis of service maturity level and human resource productivity based on business goal 15 COBIT 4.1 (Case study: Communication and Informatics Office of East Java Province). Jurnal Repositor, 2(5). https://doi.org/10.22219/repositor.v2i5.887
  • Narimawati, U., Sarwono, J., & Sarwono, J. (2022). Study of model fitness index in covariance-based structural equation modeling in LISREL and AMOS and partial least square-based in PLS SEM. UNIKOM Scientific Magazine, 20(2). https://doi.org/10.34010/miu.v20i2.9497
  • Nuraeni, R., Eldine, A., & Muniroh, L. (2020). The effect of service quality and customer satisfaction on customer loyalty. Manager: Journal of Management Science, 2(4). https://doi.org/10.32832/manager.v2i4.3795
  • Oscar, B., Hilman, M. M., & Megantara, C. (2020). The effect of product attributes on purchase decisions for Muslim army products, D3 Marketing Management Study Program, Pos Indonesia Polytechnic. Journal of Business and Marketing, 10(1).
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3). https://doi.org/10.1002/hrm.3930300304
  • Pendi, P. (2021). Regression analysis using the principal component method to overcome multicollinearity problems. Bimaster: Scientific Bulletin of Mathematics, Statistics and Its Applications, 10(1).
  • Pramono, R., Panjaitan, A. M., Susantio, C., Siahaan, H., & Sekar Syallomitha, D. (2023). Developing UPH MSME partnership through marketing training, business legality procedures, and online sales. Proceedings of the National Conference on Community Service and Corporate Social Responsibility (PKM-CSR), 6. https://doi.org/10.37695/pkmcsr.v6i0.2021
  • Rabah, A. R., & Ardiansyah, R. (2023). The urgency of reforming partnership regulations to encourage the growth of MSMEs in Indonesia. Journal of Business Competition, 3(2), 120–130. https://doi.org/10.55869/kppu.v3i2.96
  • Razak, A. (2013). Diversity of marine fish species as a source of nutrition for brain intelligence. Biodiversity and Tropical Ecology of Indonesia, 2(January).
  • Safarudin Baihaky, A. N. Y., & Rim. (2022). The influence of product quality and service quality on purchasing decisions of Madu Tokkebi snacks in Malang. Journal of Social Sciences, 1(1).
  • Siagian, N., Sianturi, C. A., & Sihombing, R. (2023). The effect of mentoring and capital access on community entrepreneurial interest in Tapian Nauli III Village, Tapian Nauli District, Central Tapanuli Regency. Corporate Business Journal, 7(2). https://doi.org/10.46576/jbc.v7i2.3039
  • Sugiyono, P. D. (2014). Quantitative approach to educational research methods. In Quantitative, Qualitative and R&D Approach to Educational Research Methods.
  • Sulis Setiyo Ningsih, Nurdiyanto, A. D., & Dimas Adi Wicaksono. (2023). The effect of marketing mix on purchase decisions. Scientific Journal of Economics & Science, 2(2). https://doi.org/10.54066/jiesa.v2i2.320
  • Tjiptono, F., & Diana, A. (2019). Customer satisfaction: Concept, measurement, and strategy. Yogyakarta: Andi.

Author Biographies

  • Chella Aprianti, Universitas Krisnadwipayana.

    Master of Management Study Program, Faculty of Economics, Universitas Krisnadwipayana. Bekasi City, West Java Province, Indonesia.

  • Ismail Razak, Universitas Krisnadwipayana.

    Master of Management Study Program, Faculty of Economics, Universitas Krisnadwipayana. Bekasi City, West Java Province, Indonesia.

  • Dewi Rejeki, Universitas Krisnadwipayana.

    Master of Management Study Program, Faculty of Economics, Universitas Krisnadwipayana. Bekasi City, West Java Province, Indonesia.

License

Copyright (c) 2026 Chella Aprianti, Ismail Razak, Dewi Rejeki

This is an open-access journal. All articles are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Under this license, you are free to:

  • Share: Copy and redistribute the material in any medium or format.
  • Adapt: Remix, transform, and build upon the material for any purpose, even commercially.

Attribution Requirements:
You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

Copyright and Retention:
Authors retain copyright without restrictions and grant this journal the right of first publication under an open-access model. The journal retains non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

Usage Statistics

Similar Articles

start an advanced similarity search

Most read articles by the same author(s)