The effect of coffee product quality towards customer satisfaction in Me& Coffeeworks

Josephine, Josephine (2020) The effect of coffee product quality towards customer satisfaction in Me& Coffeeworks. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) title fix.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (500kB)
Preview	Text (Abstract) abstract fix.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (186kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (381kB)
Preview	Text (Chapter 1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (548kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (484kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (409kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (937kB)
	Text (Chapter5) CHapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (352kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (237kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

This research was conducted at Me& Coffeeworks Medan. Based on the survey that there is a decrease in consumer satisfaction which can be seen from the declined in the level of consumer complaints that have an impact on decreasing sales. The design of this research is correlation research or descriptive quantitative, where researcher presents data in numerical and descriptive form. Descriptive approach according to Sugiyono (2017, p. 35) was conducted to find out the existence of independent variables, in one variable or more (independent variable or independent variable) without making comparison of the variables and searching for relationships with other variables. The purpose of this quantitative research is to determine whether coffee product quality has an effect towards customer satisfaction in Me& Coffeeworks. To get the data needed for this study, the convenience sampling method is being carried out and the questionnaire uses a five-option Likert scale distributed to Me& Coffeeworks customers. After collecting data, the writer uses descriptive research design. The method used is descriptive analysis, validity test, reliability test, correlation coefficient test (score 0.700), coefficient of determination test (36%). The results of the t-test t-count is 13.399,t-table is 1.985 and a significant value of 0.000<0.05, means that the coffee product quality has an effect towards consumer satisfaction in Me& Coffeeworks Medan. According to the tests conducted in the study, it is revealed that the coffee product quality has an effect towards customer satisfaction in Me& Coffeeworks. / Penelitian ini dilakukan di Me & Coffeeworks Medan. Dimana berdasarkan survey bahwa ada penurunan kepuasan konsumen yang dapat dilihat dari penurunan tingkat keluhan konsumen yang berdampak pada penurunan penjualan. Desain penelitian ini adalah penelitian korelasional atau deskriptif kuantitatif, dimana peneliti menyajikan data dalam bentuk numerik dan deskriptif. metode penelitian deskriptif dilakukan untuk mengetahui keberadaan variabel independen, dalam satu variabel atau lebih (variabel independen atau variabel independen) tanpa membuat perbandingan variabel dan mencari hubungan dengan variabel lain. Tujuan dari penelitian kuantitatif ini adalah untuk menentukan apakah kualitas produk kopi berpengaruh terhadap kepuasan pelanggan di Me & Coffeeworks. untuk mendapatkan data yang dibutuhkan untuk penelitian ini, metode kenyamanan pengambilan sampel sedang dilakukan dan kuesioner menggunakan penyebaran skala likert lima pilihan kepada pelanggan Me & Coffeeworks. Setelah mengumpulkan data, menggunakan desain penelitian deskriptif, metode yang digunakan adalah analisis deskriptif, uji validitas, uji reliabilitas, uji koefisien korelasi (skor 0,700), uji koefisien determinasi (36%). Hasil uji-t thitung 13,399tabel 1,985 dan nilai signifikan 0,000 <0,05, berarti bahwa kualitas produk kopi berpengaruh terhadap kepuasan konsumen di Me & Coffeeworks Medan. Menurut tes yang dilakukan dalam penelitian ini, terungkap bahwa kualitas produk kopi memiliki efek terhadap kepuasan pelanggan di Me & Coffeeworks.

Actions (login required)

View Item