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Ruslaini, Ruslaini
Sekolah Tinggi Ilmu Ekonomi Kasih Bangsa
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Journal : Journal Islamic Economics Ad Diwan

 1 
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN CUSTOMER GEN Z PADA COFFE SHOP POINT COFFE BANDAR LAMPUNG: THE INFLUENCE OF SERVICE QUALITY ON GEN Z CUSTOMER SATISFACTION AT COFFEE SHOP POINT COFFEE BANDAR LAMPUNG Abdillah, Satria Yuda; Ruslaini; Heri Sutopo
JOURNAL ISLAMIC ECONOMICS AD DIWAN Vol 5 No 1 (2025): AD DIWAN
Publisher : Program Studi Ekonomi Syariah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51192/ad.v5i1.1727

Abstract

This study aims to analyze the effect of service quality on customer satisfaction among Generation Z at one of the coffee shops in Bandar Lampung, namely Point Coffee. The background of this research is based on the growing trend of Generation Z’s interest in coffee shops as part of a modern lifestyle. The research employed a quantitative approach using a survey method. Data were collected through an online questionnaire distributed to 100 respondents who are Generation Z consumers that have used the services of Point Coffee Bandar Lampung. The sampling technique used was purposive sampling to ensure that respondents met the research criteria. The results of the analysis show that service quality has a positive and significant effect on customer satisfaction. This is evidenced by the t-count value of 9.560, which is greater than the t-table value of 1.984, and a significance level of 0.000, which is less than 0.05. Furthermore, the relationship between the variables is categorized as strong, with a correlation coefficient of 0.695. Service quality contributes 48.3% to customer satisfaction, while the remaining percentage is influenced by other factors not examined in this study. These findings provide important implications for coffee shop management in formulating effective service strategies to attract and retain Generation Z customers. Thus, improving service quality is a key strategy to enhance customer satisfaction in the increasingly competitive coffee shop industry
Co-Authors A. Sigit Pramono Hadi Abdillah, Satria Yuda Abdul Rahman Abizar Abizar Abizar AGUS KURNIA Agustinus, Rendy Amalia, Yessica Amir Mukhlis Andrew Subhana Anggoro Sugeng Ardana, Pitharia Ariesta, Tierza Aryadita, Bimo Putra Asban, Asban Aslan, La Ode Muhammad Benardi Budi, M. Wahid Setio Cahyatih Kumandang Chandra Purnama, Chandra Choirunnisak, Choirunnisak Dadang Irawan Daniel Happy Putra Derren Christof Wilson Diajeng Herika Hermanu Dwi Aprilia, Sabrina Eka Wahyu Kasih Eri Kusnanto Ernawati Ernawati F Fatimah, F Fadilla, Fadilla Farah Qalbia Firnanda, Riska Frisella, Ella Gozali, Luthfi Grace Yulianti Heri Sutopo Iba, Wa Indriana, Nova Iskandarsyah, Egastia Lazuardie Jumianti, Jumianti Kafiden Langsar Waruwu Kasmin, Rosmida La Ode Baytul Abidin Liana Ependi, Zelsy Manovri Yeni Mawardi Megawatie, Megawatie Mohamad Chaidir Mohammad Chaidir Muhammad Fillah Muhammad Idris Muhammad Rizal MUHAMMAD RIZAL Munawir Munawir Nasutiah Nasutiah Ngadi Permana Nina Ramadhani Wulandari Nofita, Nofita Noor Islahudin, Ahmad Perwitasari, Malida Praningsih, Tati Pribadi, Bhakty Abda Purba, John Tampil Ramadhani W, Nina Ramdhani W, Nina Rina Amelia Riska, Cut Rizki Ramdanti, Elma Rohana Rinjani Manurung, Ully Romadan, Gilang Royan Mustofa, Muhammad Rudy Haryanto S Sumarno Sahala Harahap Sari, Lidya Sekar Seger Santoso Shinta Amelia Siti Masitah Sri Utami Nurhasanah Sulistiani Sulistiani, Sulistiani Tanti Sugiharti Ulil Albab Ulil Albab Wahyu Wulandari Wara, Zahratul Wulandar Abizari, Nina Ramadhani Yessica Amelia Yumerza, Revi Zaenal Arifin