Peran Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan Pada Coffee Shop di Kecamatan Cimanggis

Asti Safina; Sri Astuti; Camelia Safitri

doi:10.37479/jeej.v7i2.26542

Peran Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan Pada Coffee Shop di Kecamatan Cimanggis

Asti Safina, Sri Astuti, Camelia Safitri

Abstract

This study aims to examine the role of service quality in increasing customer satisfaction at coffee shops in Cimanggis District, where service quality (X) is the independent variable and customer satisfaction (Y) is the dependent variable. This research approach method is quantitative research. This research methodology uses primary data obtained from questionnaires that have been filled out by 100 respondents as the main source of information. The samples taken were coffee shop customers in Cimanggis District. Data analysis used SPSS version 22. The research findings show that service quality (X) has a significant influence in increasing customer satisfaction (Y). After analysis, it can be concluded that this research contributes to small and medium enterprises (SMEs) in improving service quality to generate customer satisfaction. This research provides up-to-date information and analysis regarding the causes that support small and medium enterprises (SMEs) in maintaining their service quality.

Keywords

Coffee Shop, Service Quality, Customer Satisfaction.

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