PENGARUH FASILITAS, KETERSEDIAAN PRODUK JADI, DAN SISTEM MANAJEMEN KUALITAS TERHADAP KEPUASAN PELANGGAN PADA HOKKAIDO BAKED CHESEE TART  CABANG TUNJUNGAN PLAZA SURABAYA

• Razza Armanda Yunanto

  Universitas 17 Agustus 1945

  Author

• Fausta Ari Barata

  Universitas 17 Agustus 1945

  Author

This study aims to determine the effect of facilities, finished product availability, and quality management systems on customer satisfaction at Hokkaido Baked Cheese Tart, Tunjungan Plaza Surabaya branch. The background of this study departs from the increasing competition in the culinary industry and the need for companies to maintain service quality, product availability, and completeness of facilities to maintain customer loyalty. This study uses a quantitative approach with a survey method through the distribution of questionnaires to 102 respondents. Data were analyzed using validity tests, reliability tests, classical assumption tests, and multiple linear regression to examine the effect of each independent variable on the dependent variable.The results of the study indicate that facilities, finished product availability, and quality management systems significantly influence customer satisfaction, both partially and simultaneously. Adequate and comfortable facilities enhance the customer experience when purchasing products. Consistent finished product availability prevents stockouts, which can decrease customer satisfaction. Furthermore, the implementation of a sound and sustainable quality management system has been shown to positively impact customer perceptions of product quality. Overall, this study confirms that these three variables play a crucial role in creating and enhancing customer satisfaction. Therefore, companies need to strengthen facilities, inventory management, and service quality to maintain competitiveness in the culinary industry.

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