The impact of service quality towards customer satisfaction at the coffee crowd sun plaza medan

Wijaya, Regitta (2019) The impact of service quality towards customer satisfaction at the coffee crowd sun plaza medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The development of the cafe business in Medan is now starting to attract entrepreneurs and has very good improvements and advancements. This can be seen from the number of new cafe outlets that have sprung up. Besides socializing at the cafe, people also usually gather at the mall. With the increasing number of malls in Medan, it is an opportunity for entrepreneurs to open up business land, especially cafes. In order to maintain the market share, The Coffee Crowd Sun Plaza Medan must also develop an understanding of how customers will actually buy their products again, and also have the ability to provide the best quality service. The purpose of this research is to reveal whether there is any effect between service quality and customer satisfaction. Furthermore, this research will also help the other company to know and get more knowledge about this field. This research is using a quantitative as the the research design. Descriptive and causal resarch methods are used in completing this research. The sample in this research were 116 respondents. Indicators of service quality are Reliability, Responsiveness, Assurance, Empathy dan Tangibles.. Indicators of customer satisfaction are Expectation, Performance, Comparison, Confirmation /disconfirmation. The result of the research based on z test is there is an impact between service quality and customer satisfaction at The Coffee Crowd Sun Plaza Medan. The result based on determination test was there is a strong and positive impact between service quality and customer satisfaction in the amount of 37.8%. The Coffee Crowd is recommended to increase speed in serving food menus, pay more attention to the cleanliness of floors and dining tables and pay attention to the customer's compliance to provide a sink.

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