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All Journal Ekonis : Jurnal Ekonomi dan Bisnis Jurnal Ekonomi, Manajemen, Akuntansi
Awal Ferdiansyah
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Economics, Econometrics & Finance Social Sciences

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Analisis Kualitas Layanan dan Dampak Terhadap Tingkat Kepuasan Pelanggan Pengguna JakLingko Islami, Danang; Husna Leila Yusran; Awal Ferdiansyah; Nurkis Dianti; Alvina Hasanah Rachmadanty
EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi Vol. 5 No. 2: Januari 2026
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/ekoma.v5i2.14046

Abstract

Kualitas layanan menjadi kunci untuk menentukan tingkat kepuasan pelanggan pada layanan moda transportasi JakLingko. Penelitian ini menganalisis lima dimensi SERVQUAL terhadap kepuasan pelanggan JakLingko. Hasil penelitian menunjukkan variabel Reliability, Responsiveness, dan Responsiveness paling berpengaruh signifikan terhadap kepuasan pelanggan. Secara bersamaan, seluruh variabel terbukti mempengaruhi kepuasan pelanggan. Pentingnya bagi JakLingko untuk meningkatkan konsistensi kinerja dan jaminan keamanan dalam meningkatkan kepuasan pelanggannya.
KEPUASAN PELANGGAN TERHADAP MODERN COFFEE SHOP: ANALISIS KUALITAS PELAYANAN FORE COFFEE DENGAN MODEL SERVQUAL Wafa Zabitha Jhonaidi; Husna Leila Yusran; Awal Ferdiansyah; Deva Sasqi Khairunnisa
Ekonis: Jurnal Ekonomi dan Bisnis Vol 28, No 1 (2026): JURNAL EKONOMI DAN BISNIS (EKONIS)
Publisher : Politeknik Negeri Lhokseumawe

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30811/ekonis.v28i1.9000

Abstract

Using a service quality approach, consisting of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy, this study investigates how Fore Coffee's service quality impacts the company's customer satisfaction. With 141 people completing an online questionnaire, a quantitative method was applied. The results of validity and reliability tests indicate that the indicators used are valid and reliable. With a p-value of 0.000, service quality has a significant effect on customer satisfaction, according to the regression analysis. The determination test shows that service quality explains 43.3% of customer satisfaction. Improvements in responsiveness and empathy are needed to increase customer satisfaction. This study provides recommendations for increasing service speed and customer care to strengthen Fore Coffee's competitiveness.Keywords: service quality, customer satisfaction, service quality, Fore Coffee, regression.
Co-Authors Alvina Hasanah Rachmadanty Deva Sasqi Khairunnisa Islami, Danang Nurkis Dianti Wafa Zabitha Jhonaidi Yusran, Husna Leila