The influence of service quality towards customer satisfaction at Habitat Coffee Komplek Cemara Asri Medan

Lily, Lily (2020) The influence of service quality towards customer satisfaction at Habitat Coffee Komplek Cemara Asri Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Habitat Coffee Komplek Cemara Asri Medan. This study is to test the Influence of Service Quality towards Customer Satisfaction at Habitat Coffee Komplek Cemara Asri Medan. Service quality that has not been maximized causes customer satisfaction to decrease at Habitat Coffee Komplek Cemara Asri Medan. The theory used in this study relates to the theory of Service Quality and Customer Satisfaction.Yuniarti (2015:233) , customers will feel satisfied if the services provided by products and services are pleasing to customers. In this study, the method used by the writer is a quantitative analysis method. The population used in this study of Habitat Coffee Branch Komplek Cemara Asri Medan is 320 customers meanwhile the sample is 76 customers. The type of data used in this study are primary data and secondary data. Data was collected through observing , questionnaires and interviews. The results of the partial test shows that service quality does influence towards customer satisfaction at Habitat Coffee Komplek Cemara Asri Medan. The Rsquare value is 51.9% , this shows the magnitutde of the influence of the service quality towards customer satisfaction and the remaining 48.1% is influenced by other variables outside of this study. The conclusion of this study shows that service quality does have influence towards customer satisfaction at Habitat Coffee Komplek Cemara Asri Medan./ Penelitian ini dilakukan di Habitat Coffee Cabang Cemara Asri Medan. Dalam penelitian ini, dilakukan pengujian terhadap Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di Habitat Coffee Komplek Cemara Asri Medan. Kualitas Pelayanan yang belum maksimal menyebabkan penurunan Kepuasan Pelanggan di Habitat Coffee Komplek Cemara Asri Medan. Teori yang digunakan dalam penelitian ini berkaitan dengan teori Kualitas Layanan dan Kepuasan Pelanggan. Yuniarti (2015: 233), pelanggan akan merasa puas jika layanan yang diberikan oleh produk dan layanan memuaskan pelanggan. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Populasi di Habitat Coffee Cabang Komplek Cemara Asri Medan adalah 320 pelanggan sedangkan sampelnya adalah 76 pelanggan. Jenis data yang digunakan dalam penelitian ini adalah data primer dan data sekunder.Data dikumpulkan melalui pengamatan , kuisioner dan wawancara. Hasil uji parsial menunujukkan bahwa Kualitas Pelayanan berpengaruh terhadap kepuasan pelanggan di Habitat Coffee Komplek Cemara Asri Medan. Nilai Rsquare adalah 51,9%, hal ini menunjukkan besarnya pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan dan sisanya 48,1% dipengaruhi oleh variabel lain di luar penelitian ini . Kesimpulan dari penelitian ini adalah bahwa kualitas pelayanan memiliki pengaruh terhadap kepuasan pelanggan di Habitat Coffee Cabang Cemara Asri Medan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Lily, LilyNIM00000026456lilyyytennn@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWete Polili, AndiNIDN0009097303UNSPECIFIED
Uncontrolled Keywords: service quality; customer satisfaction; customer Habitat Coffee Komplek Cemara Asri Medan
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Users 9161 not found.
Date Deposited: 15 Aug 2020 10:36
Last Modified: 17 Jan 2022 08:49
URI: http://repository.uph.edu/id/eprint/10458

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