Trisakti Institute of Tourism Library
Trisakti Institute of Tourism Library
Proyek Akhir
THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT HOLLY COFFEE SOUTH JAKARTA
Currently, coffee has become part of the daily lifestyle that cannot be separated from urban communities. As a result coffee shops or cafes have always been a favorite place. Not only as a place to relax and hang out with friends or as a tourist destination, the presence of a coffee shop or cafe is also a meeting point for work colleagues and business meetings. So, the purpose of this study is to find out how much influence the quality of service has on customer satisfaction at Holly Coffee, South Jakarta. The population of this study were all consumers in Holly Coffee, South Jakarta using a random sampling technique of 100 people. Data collection techniques using online questionnaires with google form. The data analysis technique used is descriptive analysis with a quantitative approach. The analytical methods used in this research are validity test, reliability test, descriptive statistical analysis, mean test, coefficient test, determination test, linear regression analysis and t test. The results of this study indicate that the average respondent's statement on service quality (X) is 3.48 and is included in the very good category, while the average value of the respondent's statement on customer satisfaction (Y) is 3.40, it can be interpreted into the very satisfied category. The results of the hypothesis test show that service quality has a significant effect on customer satisfaction,, this is evidenced by the value of Tcount > Ttable, which is 9.573> 1.290 with a significance value of 0.000 < 0.1, and also the value of Rsquare is 48.3% while the remaining 51.7% is influenced or explained by other variables not included in this research model.
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