PENGARUH KUALITAS LAYANAN DAN CAFE ATMOSPHERE TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan Tipo Cafe Surabaya)
DOI:
https://doi.org/10.26740/jptn.v8n2.p%25pAbstract
ABSTRAK
Perkembangan bisnis terus berkembang, salah satunya adalah bisnis Cafe. Penelitian ini berkaitan dengan kenyamanan untuk menikmati komunikasi dengan keluarga dan kerabat, yang tujuannya merupakan suatu usaha agar dapat mengetahui dampak dari kualitas layanan dan Cafe atmosphere terhadap kepuasan pelanggan di Tipo Cafe Surabaya, secara parsial dan simultan. Metode penelitian adalah kuantitatif deskriptif. Populasi adalah pelanggan Tipo Cafe yang telah mengunjungi tiga kali, dan sampel berjumlah 90 responden. Metode pengumpulan data dalam penelitian ini menggunakan kuesioner Online dan penyebaran angket. Sedangkan Analisis data dalam penelitian ini menggunakan Regresi Linear Berganda, program yang digunakan oleh SPSS 24 For Windows. Hasil penelitian secara parsial kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan. Sedangkan Cafe atmosphere adanya suatu yang mempengaruhi kepuasan pelanggan secara signifikan. Maka dari hasil penelitian terdapatnya kualitas layanan dan Cafe atmosphere berpengaruh signifikan terhadap kepuasan pelanggan.
Kata Kunci : Kualitas Layanan, Cafe Atmosphere, Kepuasan Pelanggan
Abstract
Business development continues to grow, one of which is the Cafe business. This research is related to the convenience to enjoy communication with family and relatives, the purpose of which is an attempt to find out the impact of service quality and Cafe atmosphere on customer satisfaction in Tipo Cafe Surabaya, partially and simultaneously. The research method is quantitative descriptive. The population is Tipo Cafe customers who have visited three times, and the sample is 90 respondents. Data collection methods in this study used an online questionnaire and questionnaire distribution. While the data analysis in this study uses Multiple Linear Regression, a program used by SPSS 24 for Windows. The results of research partially service quality significantly influence customer satisfaction. Whereas Cafe atmosphere has a significant influence on customer satisfaction. So from the results of the study there is the quality of service and Cafe atmosphere significantly influence customer satisfaction.
Keywords:. Service Quality, Cafe Atmosphere, Customer Satisfaction
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