The influence of service quality and store atmosphere towards customer satisfaction at Doppio.me Coffee Medan

Kelly, Grace (2022) The influence of service quality and store atmosphere towards customer satisfaction at Doppio.me Coffee Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Doppio. me Coffee Medan is a coffee shop that provides many variations of coffee and non-coffee drink and provides light snacks to help, customer, get rid of their boredom and refresh their mind. However, Doppio. me Coffee customer satisfaction still hasn’t been optimal, as can be seen from the customer complaints. In addition, customers somehow still complain about how their service is, how their employees respond towards the customer and how uncomfortable their store atmosphere is. Service Quality and Store Atmosphere has a significant impact towards customer satisfaction. Moreover, it is said that a store that runs in the food and beverage industry is crucial to provide good service and edible food to their customers and serve it with high-quality ingredients, and provides a good store atmosphere for their customer to feel comfortable hanging out longer in the store. This final paper uses the quantitative method with descriptive statistics and causal research. The population for this study is indefinite and it takes 100 respondents for the sample by using non-probability sampling with convenience sampling. The questionnaire that has been distributed to the respondents passed the validity and reliability test. Additionally, all the data has passed all the tests, namely, the linearity test, normality test, heteroscedasticity test, and multiple linear regression test. From the hypothesis test, the result of the F-test is (34.979>3.09) which means the service quality and store atmosphere affects customer satisfaction at Doppio. me Coffee Medan. The recommendation that the writer provided for Doppio. me Coffee Medan is to pay attention more towards the customer by being more responsive towards customer needs and able to provide good quality of service and always greet their customer with a smile and politely./ Doppio.me Coffee Medan adalah sebuah kedai kopi yang menyediakan berbagai macam menu minuman berbasis kopi ataupun non-kopi, dan mereka juga menyediakan cemilan untuk membantu pelanggan menghilangkan rasa bosan mereka dan membantu menjernihkan pikiran mereka. Akan tetapi, kepuasan pelanggan di Doppio.me Coffee belum terlalu maksimal, itu bisa dilihat dari keluhan terhadap layanan mereka, bagaimana pelayan melayani pelanggan dan tidak nyamannya atmosfir toko. Kualitas layanan dan atmosfir toko mempunyai dampak signifikan terhadap kepuasan pelanggan. Selain itu, dikatakan bahwa semua bisnis yang terjun ke dalam industri makanan dan minuman penting untuk selalu menyajikan makanan ataupun minuman menggunakan baham kualitas yang terbaik dan menyediakan atmosfir toko yang baik agar pelanggan bisa mendapatkan kenyamanan untuk bersantai dan duduk lebih lama di toko. Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif dan kausal. Populasi dari penelitian ini adalah tidak terhitung dan sampel yang digunakan dalam penelitian ini adalah 100 pelanggan dengan menggunakan metode non-probability dan juga convenience sampling. Kusioner yang telah dibagikan kepada responden telah melalui uji validitas dan uji reliabilitas. Terlebih lagi, semua data telah melewati yakni, uji normalitas, uji linearitas, heterokedastisitas, dan juga uji regresi linear. Dari uji hipotesis yang dilakukan, hasil dari F test mengatakan bahwa (34.979>3.09), menandakan bahwa kualitas pelayanan dan atmosfir toko mempengaruhi kualitas pelanggan di Doppio.me Coffee. Saran yang diberikan oleh penulis kepada Doppio.me Coffee adalah untuk tetap menaruh perhatian kepada pelanggan dengan cara lebih tanggap dalam menghadapi kebutuhan pelanggan dan juga mampu memberikan kualitas layanan terbaik dan juga selalu menyapa pelanggan dengan senyum dan sopan.

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