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Rahmi, Audina
Airlangga University
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Journal : Quantitative Economics and Management Studies

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The Effect of Service Quality on Customer Satisfaction at Asrin Cafe in Langkat Arini, Rizky Mega; Rahmi, Audina; Sinaga, Ananda Sabrida Tora Boru; Muthmainnah, Riyadatul; Hidhayati, Annisa Tri
Quantitative Economics and Management Studies Vol. 6 No. 2 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.qems3879

Abstract

This study investigates the effect of service quality dimensions-tangibility, reliability, responsiveness, assurance, and empathy on customer satisfaction at Asrin Cafe in Langkat, North Sumatra. Using a sample of 30 respondents, data were collected via questionnaires and analyzed through multiple linear regression with SPSS. The findings reveal that responsiveness and empathy significantly influence customer satisfaction, while the other dimensions do not exhibit individual significance. However, jointly, all five dimensions positively and significantly impact customer satisfaction. The adjusted R-square of 0.522 indicates that service quality accounts for 52.2% of the variance in customer satisfaction. This study underscores the critical role of responsiveness and empathy in enhancing service experiences.
Co-Authors Adithya, Rizky Alfikri, Rahmatullah Annisa Tri Hidhayati Fitra Izzadieny Hayatie, Marliza Noor Indriyani Indriyani Muthmainnah, Riyadatul Noor Hayatie, Marliza Nor Rahma Rizka Prasetyo, Henri Rahmi Nadiar Rizky Aldi Setianda Rizky Mega Arini Sinaga, Ananda Sabrida Tora Br Suwarno, Try Edi Triva Maria Manik Ulfida, Deafatunnizwa