THE DETERMINANT FACTORS OF CUSTOMER SATISFACTION IN UMA LAFATIK RESTAURANT, DILI, TIMOR-LESTE

Abstract

Product quality and service quality are crucial for a restaurant's success. Product quality refers to the excellence of the food and beverages served, including taste, freshness, and presentation. It's what keeps customers coming back for more and earns their trust. Service quality, on the other hand, involves the overall customer experience, including responsiveness, friendliness, and efficiency of the staff, as well as the cleanliness. This research was conducted at Uma Lafatik Restaurant, Dili, Timor Leste with the aim of examining the influence of product quality on customer satisfaction and service quality on customer satisfaction. This research also aims to determine the variables that have a dominant influence, between the product quality and service quality variables, on satisfaction. The sample of this study is 97 Uma Lafatik Restaurant customer. The data collection technique uses a questionnaire. Data analysis uses linear multiple regression. The research results show that product quality influences customer satisfaction, service quality influences customer satisfaction. Product quality has dominant influence on customer satisfaction of Uma Lafatik Restaurant, Dili, Timor.