Pengaruh Kualitas Pelayanan dan Kualitas Poduk terhadap Kepuasan Konsumen pada Batas Kata Cafe
Abstract
Abstract. This study aims to determine the implementation respondents' responses of Service Quality and Product Quality at Batas Kata Café. To determine the partial influence of service quality on customer satisfaction, product quality on customer satisfaction. To determine the magnitude of the simultaneous influence of service quality and product quality on customer satisfaction at Batas Kata Cafe Cafe. The research method used is a survey method. The type of research used is quantitative. The sampling technique used was the Purposive Sampling Technique and the sample in this study were 130 respondents who had visited the Batas Kata Cafe. The data collection technique used is a questionnaire. The data analysis method used is multiple linear regression analysis to determine the direction of the relationship between the independent variables and the dependent variable.The results of this study stated that the implementation and responses of respondents regarding service quality and product quality were considered good. Service quality and product quality partially and simultaneously have a significant effect on customer satisfaction.
Abstrak. Penelitian ini bertujuan untuk mengetahui Penerapan dan tanggapan responden mengenai kualitas pelayanan dan kualitas produk pada Batas Kata Café. Untuk mengetahui besar pengaruh secara parsial dan simultan kualitas pelayanan dan kualitas produk terhadap kepuasan konsumen pada Batas Kata Cafe. Metode penelitian yang digunakan adalah metode survey. Jenis penelitian yang digunakan bersifat kuantitatif. Teknik pengambilan sampel yang dilakukan yaitu Teknik Purposive Sampling dan Sampel dalam penelitian ini adalah 130 orang responden yang pernah berkunjung ke Batas Kata Cafe. Teknik pengumpulan data yang digunakan adalah Kuesioner dan wawancara. Metode analisis data yang digunakan adalah analisis regresi linier berganda untuk mengetahui pengaruh variabel independen dan variabel dependen. Hasil penelitian ini menyatakan bahwa penerapan dan tanggapanresponden mengenai kualitas pelayanan dan kualitas produk dinilai baik. Kualitas pelayanan dan kualitas produk secara parsial dan simultan berpengaruh signifikan terhadap kepuasan konsumen.
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