Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen

Mulia, I Made Prabudi
Semara, I Made Trisna

Jurnal Ilmiah Pariwisata dan Bisnis
Vol. 3 No. 2 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Februari 2024

Minum kopi bagi kaum muda dilihat sebagai gaya hidup dan sarana untuk mengekspresikan eksistensi mereka. Salah satu faktor yang menciptakan baik atau buruknya kepuasan pelanggan adalah kualitas pelayanan para bartender. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Missibu Coffee Roaster & Showroom. Desain penelitian menggunakan desain kausal kuantitatif. Pengumpulan data penelitian dengan metode angket, wawancara dan observasi. Sumber data penelitian ini adalah data primer berupa hasil kuesioner. Populasi, seluruh pengunjung Missibu Coffee Roaster & Showroom, dengan teknik random sampling. Analisis data dalam penelitian ini menggunakan analisis regresi sederhana, uji t dan uji F. Kualitas pelayanan memiliki koefisien regresi 0,295 dan nilai sig 0,000<0,05. Pengaruh variabel kualitas pelayanan terhadap kepuasan pelanggan dari hasil pengujian koefisien determinasi menunjukkan koefisien korelasi (R) sebesar 0,576, variabel terikat memiliki nilai R mendekati 1, nilai Y. nilai R2 adalah 0,332 atau 33,2%, indikator ketidakpuasan pelanggan memiliki nilai mean minimum sebesar 3,22%. Berdasarkan hasil analisis data dan pembahasan di Missibu Coffee Roaster & Showroom dapat disimpulkan bahwa semakin tinggi kualitas pelayanan maka semakin tinggi pula kepuasan pelanggan. dan bisnis harus mampu mengisi kekosongan. Drinking coffee is now not only identical to activities carried out by the elderly, young people also make coffee drinking activities a lifestyle and as a means of showing their existence. One of the factors that make good and bad customer satisfaction is the quality of barista service. The purpose of this study was to determine the quality of service affects customer satisfaction at Missibu Coffee Roaster & Showroom. The research design uses a causal quantitative design. Research data collection using questionnaire methods, interviews and observation methods. The data source in this study is primary data in the form of questionnaire results. Population, all visitors who visit Missibu Coffee Roaster & Showroom, with accidental sampling technique. Data analysis in this study used simple regression analysis tests, t-tests and F-tests. Service quality with a regression coefficient of 0.295 and a sig value of 0.000 <0.05. The magnitude of the influence of service quality variables on customer satisfaction from the results of the Coefficient of Determination test that the correlation coefficient (R) is 0.576, the dependent variable R value is close to 1, the Y value. R2 value of 0.332 which means 33.2%, the customer dissatisfaction indicator has the smallest average value of 3.22%. Based on the results of data analysis and discussion at Missibu Coffee Roaster & Showroom, it can be concluded that the higher the service quality, the higher the customer satisfaction, the perceived service quality has a strong influence on customer satisfaction at Missibu Coffee Showroom & Roaster, and the company must be able to improve its deficiencies.