Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen pada Kedai Kopi di Surakarta
DOI:
https://doi.org/10.23917/determinasi.v1i1.36Keywords:
Kualitas Pelayanan, Kepuasan KonsumenAbstract
Perilaku pelanggan yang kembali mencoba barang atau jasa adalah basis kepuasan yang berimbas pada keputusan konsumen sehingga dapat meningkatkan pendapatan dan laba perusahaan. Dengan demikian masalah kepuasan pelanggan dan kualitas layanan sangat penting untuk penelitian, sekarang setiap hari setiap perusahaan mencoba untuk meningkatkan kualitas layanannya untuk retensi pelanggan dan kepuasan. Penelitian menggunakan Metode convenience Sampling dengan jumlah sampel sebanyak 200 responden. Hasil yang didapat ttangible dihasilkan sebesar 5,995 dan sig. 0,000; tReliability sebesar 2,133 dan sig. 0,0034; tResponsiveness sebesar 2,133 dan sig. 0,0034; tAssurance sebesar 5,406 dan sig. 0,000; tEmphaty sebesar 2,105 dan sig. 0,036. Variabel Tangible, Realiability, Responsiveness, Assurance, dan Emphaty masing-masing berpengaruh positif signifikan terhadap kepuasan pelanggan. Model tangible, reliability, responsiveness, assurance, dan emphaty mampu memberikan kontribusi pada kepuasan konsumen sebesar 86,9%.
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