Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kelokopi Batusangkar
DOI:
https://doi.org/10.62383/tamasya.v2i2.289Keywords:
Descriptive Quantitatif, Guest Satisfaction, Service QualityAbstract
The purpose of this study was to find out how service quality affects customer happiness at Kelokopi Batusangkar, which was shown by comments about unsteady Wi-Fi connections, uneven drink tastes, and slow service from staff who didn't know the menu. What the study aims to do is show how service quality affects customer happiness. A non-probability picking method was used to select 370 people for the study, which used a detailed quantitative approach and a cause correlation method. A Likert-scale questionnaire that had been checked for validity and reliability was used to collect data, and SPSS 24.00 was used to analyze the results.The findings showed that 83% of people were satisfied with the service quality and 78% were satisfied with the service quality. Only 31.2% of customer happiness was caused by service quality; the other 69.8% was caused by other things.
Downloads
References
Abram, T. B. B., Tumbel, T. M., & Mangindaan, J. V. (2023). Pengaruh kualitas pelayanan terhadap kepuasan konsumen Cafe Kapal Bitung. Productivity, 4(1), 1–5.
Anjeli, R. (2022). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Cafe Gaul Painan. Jurnal Pendidikan Tambusai, 6(2), 16572–16580.
Ardini, R. L., & Chaniago, H. (2023). Pengaruh harga terhadap kepuasan konsumen Nanostore: Studi pada Kota Cimahi. Jurnal Riset Bisnis dan Investasi, 9(2), 133–142.
Arikunto, S. (2014). Prosedur penelitian suatu pendekatan praktis. Rineka Cipta.
Aryani, E., Zanaria, Y., & Kurniawan, A. (2022). Analisis perkembangan coffee shop sebagai salah satu peranan UMKM di Kota Metro (Studi kasus pada Coffee Shop Janji Jiwa dan Coffee Et Bien). Jurnal AKTIVA, Universitas Muhammadiyah Metro.
Desikasari, N. (2018). Pengaruh kualitas pelayanan dan harga terhadap kepuasan konsumen pada Cafe Hopespace Coffee & Eatery Indramayu. JPEKBM (Jurnal Pendidikan Ekonomi: Kajian Bisnis dan Manajemen), 7(2), 95–104.
Eldisha, J., & Luturlean, B. (2020). Pengaruh pelatihan karyawan terhadap kinerja karyawan di Rumah Makan Bulan Selakau Kalimantan Barat. EProceedings of Management, 7(2).
Ghozali, I. (2016). Konsep, teknik dan aplikasi menggunakan program SMARTPLS 3.0. Universitas Diponegoro.
Ghozali, I. (2021). Partial least squares: Konsep, teknik dan aplikasi menggunakan program SmartPLS 3.2.9 untuk penelitian empiris (3rd ed.). Universitas Diponegoro.
GS Waskita, DRW Purbasari, & Rifa’i, A. (2023). [Judul artikel tidak dicantumkan, mohon lengkapi]. Jurnal Inovatif: Jurnal Riset Multidisiplin Indonesia, 2(6), 20526–20533.
Hasibuan, R. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Cafe Vanilla Panyabungan. Jurnal Misi, 4(3).
Indrasari, M. (2019). Pemasaran dan kepuasan pelanggan. Unitomo Press.
Kasmir. (2017). Customer service excellent. PT Raja Grafindo Persada.
Khoirista, A. (2015). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Administrasi Bisnis, 25(2).
Kotler, P. (2010). Prinsip-prinsip pemasaran (Edisi ke-12). Prenhallindo.
Kotler, P., & Armstrong, G. (2015). Manajemen pemasaran (Edisi ke-12). Erlangga.
Kotler, P., & Keller, K. L. (2015). Manajemen pemasaran (Edisi ke-12). Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
