Hubungan Kualitas Pelayanan dengan Kepuasan Konsumen di Kafe Limitless Medan

Abstract

This study aims to determine the Relationship between Service Quality and Consumer Satisfaction in Cafe Limitless Medan. Consumer satisfaction includes the difference between expectations and perceived performance or results. The meeting between these two interests will determine how much the level of customer satisfaction with a product. Trust in attitudes towards brands, service quality, and many other beliefs that motivate companies to develop their products. High and low of consumer satisfaction can be seen from the consumer satisfaction scale compiled by researchers based on aspects of consumer satisfaction, namely Expectation, Performance, Comparism, Confirmation / Disconfirmation, and Discrepancy. The hypothesis proposed in this study is that there is a significant positive relationship between Service Quality and Consumer Satisfaction. Research subjects taken as many as 50 people. The sampling technique is incidental sampling. Measuring instruments used are the Service Quality scale and the Consumer Satisfaction scale using a Likert scale. This research data processing using Pearson product moment correlation techniques. The results showed a correlation of 0.690 with p < 0,000, this means there was a significant positive correlation between Service Quality and Consumer Satisfaction in Medan Limitless Cafes. This means that the higher the quality of service, the higher the customer satisfaction, conversely the lower the quality of service, the lower the customer satisfaction. The coefficient of determination of the correlation is R2 = 0.476 meaning that Service Quality contributes effectively to Confidence (47.6 %) while the rest (52.4 %) is determined by other factors that influence in this study that are not visible including Product Quality , Emotional, Price, Cost.