Hubungan Kualitas Pelayanan dengan Kepuasan Pelanggan pada Kafe D'Kaffucino Medan

Abstract

This study aims to determine the relationship of service quality with customer satisfaction at the cafe D'kappucino Medan. The population used in this study is the consumers who ever or who came to the Cafe D'kappucino Medan. The sample in this research is 100 respondents and the technique used is Non-probability sampling technique that is purposive sampling (ie sampling based on criteria ever visited minimum 2 times at Cafe D'kappucino Medan). Based on the results of analysis with Product Moment Correlation Analysis Method, it is known that there is a positive relationship between service quality and customer satisfaction, where Rxy = 0,368 with significant p = 0.000 <0,050. This means that if the better the quality of service then the higher customer satisfaction is accepted. The determinant coefficient (R2) of the relationship between the independent variable X and the dependent variable Y is R2 = 0.135. This shows that Service quality contributes to customer satisfaction of 13.5%. This means the better the quality of service is believed to affect the better consumer satisfaction