Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Café Delizio House Dompu
Keywords:
Service Quality, Customer Satisfaction, SERVQUAL, Café, DompuAbstract
This study aims to analyze the effect of service quality on customer satisfaction at Café Delizio House Dompu. Every business owner is expected to be sensitive to any changes that occur and to prioritize customer satisfaction as their primary goal. Service quality is one measure of how consumers evaluate the level of service they have received; consumers naturally expect good service to provide a sense of satisfaction. Service quality is assessed based on five indicators: tangibles, empathy, reliability, responsiveness, and assurance. Meanwhile, customer satisfaction is measured by three indicators: expectation fulfillment, willingness to return, and willingness to recommend. This study employs a quantitative research design. The sample in this study consisted of 67 customers of Café Delizio House Dompu. The research instrument was a questionnaire, and the sampling technique used was random sampling. Based on the results of the analysis using SPSS V.32, it was found that service quality influences customer satisfaction with a significance value of 0.001 < 0.05.
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