STRATEGI MENINGKATKAN KEPUASAN PELANGGAN DI KEDAI KOPI DOESOEN COFFEE AND SPACE BANDAR LAMPUNG

Prikurnia, Anas Khair
Adriani, Weni Yunisa
Kurniawan, Rudi

Journal of Economic and Bussiness Retail
Vol 4, No 1 (2024): Journal Economic and Bussiness Retail (JEBR)

ABSTRACTThis research aims to determine strategies for increasing customer satisfaction through service quality at Bandar Lampung coffee shops with studies conducted at Doesoen Coffee Bandar Lampung coffee shops. This type of research uses explanatory research. The population in this research is consumers of the Doesoen Coffee and Space coffee shop. The sampling technique in this research was purposive sampling with a sample of 100 people who visited the coffee shop. Data was obtained from a questionnaire using Likert scale measurements. Based on research data analysis and data analysis, service quality with the dimensions of reliability, responsiveness, assurance and empathy has a significant positive effect on customer satisfaction. This shows that the influence of service quality with the dimensions of reliability, responsiveness, assurance and empathy can increase customer satisfaction at the Doesoen Coffee and Space coffee shop. Keywords: Service Quality, Customer Satisfaction, Doesoen Coffee and Space ABSTRAK Penelitian ini bertujuan untuk mengetahui strategi dalam meningkatkan kepuasan pelanggan melalui kualitas pelayanan di kedai kopi Bandar Lampung dengan studi yang dilakukan di kedai kopi Doesoen Coffee Bandar Lampung. Jenis penelitian ini menggunakan Eksplanatory Research. Populasi dalam penelitian ini adalah konsumen kedai kopi Doesoen Coffee and Space. Teknik  pengambilan sampel dalam penelitian ini adalah Purposive Sampling dengan sampel 100 orang yang mengunjungi kedai kopi tersebut. Data diperoleh dari kuesioner menggunakan pengukuran skala likert. Berdasarkan analisis data penelitian dan analisis data, kualitas pelayanan dengan dimensi keandalan, daya tanggap, jaminan, dan empati berpengaruh positif signifikan terhadap kepuasan pelanggan, Hal ini menunjukkan bahwa pengaruh kualitas pelayanan dengan dimensi keandalan, daya tanggap, jaminan, dan empati dapat meningkatkan kepuasan pelanggan di kedai kopi Doesoen Coffee and Space.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Doesoen Coffee and Space