Faktor yang Mempengaruhi Kepuasan Pelanggan Terhadap Rubeka Coffee Shop
Sari
Abstrak
Dalam beberapa tahun terakhir, perkembangan bisnis industri kedai kopi cukup baik. Hal ini mendorong banyak pengusaha untuk memulai atau membuat bisnis baru atau memperluas yang sudah ada, sementara persaingan antar kedai kopi sangat ketat. Dalam laporan ini kami menyelidiki faktor-faktor yang mempengaruhi kepuasan pelanggan di Rubeka. Penulis menggunakan beberapa variabel dalam pengujian ini, variabel independen yakni Service Quality, Product Quality, Physical Environment dan Trust, variabel dependen yang digunakan adalah Customer Satisfaction. Teknik yang digunakan untuk penelitian ini adalah dengan cara membagikan kuesioner dan terkumpul sebanyak 214 responden. Pengumpulan data pada penelitian ini akan berada diperoleh dalam 1 wilayah. Peneliti akan membagi kuesioner kepada masyarakat yang berdomisili di kota Batam yang pernah mengunjungi atau yang pernah mencoba produk dari cafe Rubeka yang berada di kota Batam. Penelitian ini menguji menggunakan alat analisis SPSS Statistics 26. Hasil penelitian menunjukkan bahwa product quality, service quality dan physical environment memiliki hubungan positif signifikan terhadap customer satisfaction. Sedangkan trust tidak signifikan terhadap customer satisfaction.
Kata Kunci : Service Quality, Product Quality, Coffee Shop
Abstract
In recent years, the business development of the coffee shop industry has been quite good. This encourages many entrepreneurs to start or create new businesses or expand existing ones, while competition between coffee shops is fierce. In this report we investigate the factors that influence customer satisfaction at Rubeka. The author uses several variables in this test, the independent variables are Service Quality, Product Quality, Physical Environment and Trust, the dependent variable used is Customer Satisfaction. The technique used for this research is by distributing questionnaires and collecting as many as 214 respondents. Data collection in this study will be obtained in 1 area. Researchers will distribute questionnaires to people who live in Batam city who have visited or who have tried products from Rubeka cafe in Batam city. This study was tested using the SPSS Statistics 26 analysis tool. The results showed that product quality, service quality and physical environment had a significant positive relationship to customer satisfaction. Meanwhile, trust is not significant to customer satisfaction.
Keywords : Service Quality, Product Quality, Coffee ShopTeks Lengkap:
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DOI: https://doi.org/10.37531/yum.v5i2.1762
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