Pengaruh Kompetensi Karyawan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada UMKM Sambal Leunca Kemangi Pamulang

This study examines the effect of Employee Competence and Service Quality on Consumer Satisfaction at Sambal Leunca Kemangi Pamulang MSME. A quantitative approach with a survey method was applied. Data were collected through questionnaires from 50 respondents who met the research criteria. Multiple linear regression was used with t-test, F-test, and coefficient of determination. The results show that Employee Competence has a positive but insignificant effect on Consumer Satisfaction, with a t-value of 1.178 and a significance value of 0.245. Service Quality has a positive and significant effect, with a t-value of 6.712 and a significance value of 0.000. Simultaneously, Employee Competence and Service Quality significantly affect Consumer Satisfaction, with an F-value of 83.695 and a significance value of 0.000. The coefficient of determination (R²) of 0.781 indicates that the model explains 78.1% of the variation in Consumer Satisfaction, while 21.9% is associated with other factors outside the model. The findings indicate that service quality should receive greater managerial attention in improving consumer satisfaction.