PENGARUH PELAYANAN KARYAWAN, KEMUDAHAN APLIKASI MOBILE, DAN TESTIMONI ONLINE TERHADAP TINGKAT KEPUASAN PELANGGAN KOPI KENANGAN DI RANTAUPRAPAT

MELYANI SELVINA DEWI, NPM 2201100094 (2026) PENGARUH PELAYANAN KARYAWAN, KEMUDAHAN APLIKASI MOBILE, DAN TESTIMONI ONLINE TERHADAP TINGKAT KEPUASAN PELANGGAN KOPI KENANGAN DI RANTAUPRAPAT. Tugas_Akhir (Artikel) : Jurnal Ilmiah Mahasiswa Ekonomi Syariah (JIMESHA) Sinta 5, 6 (1). pp. 85-98. ISSN 2827-9298 (e-ISSN) / 2827-9360 (p-ISSN)

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Abstract

The development of digital technology and increasingly fierce competition in the coffee industry require businesses to rely not only on direct service but also on the convenience of mobile applications and online testimonials to increase customer satisfaction. This study aims to analyze the influence of employee service, mobile application convenience, and online testimonials on customer satisfaction at Kopi Kenangan in Rantauprapat. This study used a quantitative method with a sample of 96 respondents selected using a non-probability sampling technique. Data were collected through a questionnaire and analyzed using SPSS version 25. Data analysis techniques included: validity and reliability tests, classical assumption tests (normality, multicollinearity, heteroscedasticity), multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination (R²). The results indicate that partially, employee service, mobile application convenience, and online testimonials each have a positive and significant effect on customer satisfaction. Simultaneously, these three variables also have a positive and significant effect on customer satisfaction, contributing 70.9%, with the remainder influenced by other factors outside this study. Keywords : Customer Satisfaction, Employee Service, Mobile Application Convenience, Online Testimonials, Kopi Kenangan ================================================================================================== Perkembangan teknologi digital dan persaingan industri kopi yang semakin ketat menuntut pelaku usaha untuk tidak hanya mengandalkan pelayanan langsung, tetapi juga memanfaatkan kemudahan aplikasi mobile dan testimoni online dalam meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh pelayanan karyawan, kemudahan aplikasi mobile, dan testimoni online terhadap tingkat kepuasan pelanggan Kopi Kenangan di Rantauprapat. Penelitian ini menggunakan metode kuantitatif dengan sampel sebanyak 96 responden yang diambil menggunakan teknik non-probability sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan SPSS versi 25 dengan teknik analisis data meliputi: uji validitas dan reliabilitas, uji asumsi klasik (normalitas, multikolinearitas, heteroskedastisitas), analisis regresi linear berganda, uji t, uji F, dan koefisien determinasi (R²). Hasil penelitian menunjukkan bahwa secara parsial pelayanan karyawan, kemudahan aplikasi mobile, dan testimoni online masing-masing berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Secara simultan, ketiga variabel tersebut juga berpengaruh positif dan dipengaruhi oleh faktor lain di luar penelitian ini. Kata Kunci : Kepuasan Pelanggan, Pelayanan Karyawan, Kemudahan Aplikasi Mobile, Testimoni Online, Kopi Kenangan

Item Type: Article
Uncontrolled Keywords: Customer Satisfaction, Employee Service, Mobile Application Convenience, Online Testimonials, Kopi Kenangan ==================================== Kepuasan Pelanggan, Pelayanan Karyawan, Kemudahan Aplikasi Mobile, Testimoni Online, Kopi Kenangan
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
T Technology > T Technology (General)
T Technology > T Technology (General) > T201 Patents. Trademarks
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Unnamed user with email repository@ulb.ac.id
Date Deposited: 12 May 2026 09:11
Last Modified: 12 May 2026 09:11
URI: http://repository.ulb.ac.id/id/eprint/2293

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