Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Massa Coffee Shop Bandung

Putri Oktaviani Devi (Politeknik Piksi Ganesha Bandung)
Ramayani Yusuf

EKONOMIS : Journal of Economics and Business
Vol 6, No 1 (2022): Maret

The aim of this research is to see how the quality of service affects customer satisfaction at Massa Coffee Shop in Bandung. With a total of 70 respondents, this study was done by doing the observation technique and customer dispersion of Massa Coffee Shop Bandung. In this study, snowball sampling was utilized as a sample method. The validity, reliability, and normalcy tests, as well as the basic linear regression test, the T test (hypothesis test), the F test (together test), and the R2 test, were all employed in this study (test of determination). According to research, service quality has a 62,1% significant effect on customer satisfaction, with the remaining 37,9% coming from other variables not included in the research.