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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 Apriadi, Anton Ardana, Pitharia Ariesta, Tierza Asban, Asban Asep Kusmawan Aslan, La Ode Muhammad Briliani, Khoirunnisa Budi, M. Wahid Setio Cahyatih Kumandang Chandra Purnama, Chandra Choirunnisak, Choirunnisak Dadang Irawan Derren Christof Wilson Diajeng Herika Hermanu Eka Wahyu Kasih Eri Kusnanto Ernawati Ernawati F Fatimah, F Fachry Abda El Rahman Fadilla, Fadilla Firnanda, Riska Fitriliana Fitriliana Grace Yulianti Hadana, Erha Saufan Heri Sutopo Iba, Wa Ikhsan, S.Sy., MH Imam Ahmad Indradewa, Rhian Indriana, Nova Irwansyah Iskandarsyah, Egastia Lazuardie Jumianti, Jumianti Kafiden Langsar Waruwu Kasmin, Rosmida La Ode Baytul Abidin Liana Ependi, Zelsy Lukman Hakim Mansari, Mansari Martono Martono Megawatie, Megawatie Mohamad Chaidir Mohammad Chaidir Muhammad Fillah Muhammad Haikal Muhammad Idris Muhammad Isa Muhammad Luthfi Muhammad Rizal Nasutiah Nasutiah Ngadi Permana Nina Ramadhani Wulandari Nofita, Nofita Noor Islahudin, Ahmad Nur ‘Azah Nur, Indriyani nurjannah, via Perwitasari, Malida Praningsih, Tati Pribadi, Bhakty Abda Purba, John Tampil Ramadhani W, Nina Ramadhani, Nina Ramdhani W, Nina Rice, Michael A Rina Amelia Rizkal, Rizkal Rizki Ramdanti, Elma Rohana Rinjani Manurung, Ully Romadan, Gilang Royan Mustofa, Muhammad Rudy Haryanto S Sumarno Sabrina Dwi Aprilia Sahala Harahap Samsul Bahri Sari, Lidya Sekar Shinta Amelia Siti Masitah Sri Utami Nurhasanah Subhki, Farid Fauzan Sulistiani Sulistiani, Sulistiani Syam, Rukman Awan Tanti Sugiharti Ulil Albab Ulil Albab Wahyu Wulandari Wulandar Abizari, Nina Ramadhani Yessica Amelia Yessica Amelia Yumerza, Revi Zulaiha, Erni