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Rizka Cintya Edwar
Universitas Cenderawasih
Aerospace Engineering Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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The Effect of Service Quality on Generation Z Customer Satisfaction at Janji Jiwa Outlets in Sorong City Edwar, Rizka Cintya
Management Studies and Business journal Vol. 3 No. 1 (2026): Volume 3 Nomor 1 Januari
Publisher : Yayasan Tri Edukasi Ilmiah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63462/dtbn8a79

Abstract

The lifestyle trends of Generation Z, particularly their preference for spending time in cafés, have become an important factor for businesses seeking to enhance customer satisfaction. This study aims to analyze the effect of service quality on the satisfaction of Generation Z customers at Janji Jiwa cafés throughout Sorong City. The research employs a quantitative method with a sample size of 105 respondents. Data were collected using questionnaires with a Likert scale, and analyzed through simple linear regression using SPSS version 20. The results of this study indicate that service quality has a positive and significant effect on the satisfaction of Generation Z customers. This is because Generation Z often seeks comfortable cafés not only as a place to complete academic or professional tasks but also as a means of relaxation. The novelty of this study lies in its contribution to enriching the understanding of consumer satisfaction influenced by service quality, specifically within the context of Generation Z customers.
Co-Authors Agus Suyoto Ahmad Fajar Akmal Ridwan Alfani Laura Harikedua Andi Hasrun Awan Hyasmara Ayu Mandiran Yarkuran Azelya, Iis Chung , Ahvi Damanik, Lisa Gresti Sella Digor Mufti Digor Mufti Endang Abubakar Fadli Rabsani Raihan Yusuf Harju, Leon Mitra Heidemans, Anita Ningrum Khairunnisa, Ayang Kuddy, Aprianto La’lang La Ibal Landjang, Xenia Irene Sandy Mangopo, Yuni Riskita Muhammad Amin Munifa murni murni Noormiati Nur Mila Sari Palimbu, Lamba Toding Rahful A. Madaul Ramlan Samu’a M Sabon, Yuliana Olga Siba Samsinar Samsinar Samsinar Sari, Helena Purnama Sulastri - Sulastri Susetyowati Sofia Toii, Indra Eka Wardana Xenia Irene Sandy Landjang Yuni Riskita Mangopo