SILVANA YULI ARDILA, NPM 2301105251 (2026) ANALISIS TINGKAT KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN CAFE SG BILAH HULU. Tugas_Akhir(Artikel) Economics and Digital Business Review, 6 (2). pp. 1263-1274. ISSN 2774-2563 (e-ISSN)
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Abstract
Riset ini bertujuan untuk menilai tingkat kepuasan pelanggan terhadap beragam aspek mutu layanan di Kafe SG Bilah Hulu, yang meliputi sikap ramah dari staf, kecepatan pelayanan, kebersihan area, kenyamanan sarana, serta keselarasan antara biaya dan kualitas layanan. Sebanyak 88 partisipan dijadikan sebagai sampel yang dipilih dari populasi berjumlah 700 orang dengan menggunakan perhitungan Slovin (10%). Informasi dikumpulkan melalui angket dan dianalisis memakai perangkat lunak IBM SPSS versi 26 dengan menggunakan beberapa metode analisis, seperti uji alat ukur penelitian, uji asumsi klasik, serta pengujian hipotesis. Temuan studi ini menunjukkan adanya keterkaitan yang signifikan antara tiap-tiap dimensi mutu pelayanan dengan kepuasan pelanggan, yang dibuktikan melalui nilai koefisien korelasi sebesar 0,887. Hal ini menandakan bahwa mutu layanan berperan kuat dan bermakna dalam membentuk tingkat kepuasan konsumen secara keseluruhan. Kata Kunci: Kualitas Pelayanan, Kepuasan Konsumen ================================================================================== This study aims to assess customer satisfaction levels with various aspects of service quality at SG Bilah Hulu Café, including staff friendliness, speed of service, cleanliness of the area, comfort of facilities, and the balance between cost and service quality. A total of 88 participants were selected as the sample from a population of 700 individuals using the Slovin calculation (10%). Data was collected through a questionnaire and analyzed using IBM SPSS software version 26, employing several analytical methods, including research instrument validity testing, classical assumption testing, and hypothesis testing. The findings of this study indicate a significant correlation between each dimension of service quality and customer satisfaction, as evidenced by a correlation coefficient of 0.887. This indicates that service quality plays a strong and meaningful role in shaping overall customer satisfaction levels. Keywords: Service Quality, Consumer Satisfaction
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Konsumen================Service Quality, Consumer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 12 Jan 2026 02:49 |
| Last Modified: | 12 Jan 2026 02:49 |
| URI: | http://repository.ulb.ac.id/id/eprint/2053 |
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