Hubungan Antara Service Excellence dengan Kepuasan Konsumen di Cafe Dekultur Pakjo Palembang

Handriadi, Rahmat Syahputra (2024) Hubungan Antara Service Excellence dengan Kepuasan Konsumen di Cafe Dekultur Pakjo Palembang. Undergraduate Thesis thesis, UIN Raden Fatah Palembang.

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Abstract

Service excellence is superior service that exceeds customer expectations, with indicators including tangible, empathy, responsiveness, reliability, and assurance. In the world of coffee shops, baristas play an important role in realizing service excellence because they interact directly with consumers. Companies that successfully implement service excellence will gain many benefits, such as increasing consumer loyalty and attracting more customers. Consumer satisfaction itself is an assessment of the quality and performance of goods or services received. Based on this background, this study aims to analyze the effect of service excellence on consumer satisfaction at Cafe Dekultur Pakjo Palembang and measure the level of influence of variable X on variable Y. The research method used is a quantitative approach with a survey research type using a questionnaire as an instrument. This study uses a sampling technique with the Slovin formula, resulting in 98 respondents. To analyze the data, the researcher conducted validity and reliability tests, classical assumption tests of normality and homogeneity, correlation, simple linear regression tests, coefficient of determination, and hypothesis testing with the F test (ANOVA). The results of the analysis show that excellent service has a significant effect on customer satisfaction at Cafe Dekultur Pakjo Palembang (sig. 0.000 < 0.05) with a correlation of 0.884 and an influence of 78.2%. Customers feel more satisfied with high-quality service.

Item Type:	Thesis (Undergraduate Thesis)
Uncontrolled Keywords:	Service Excellence, Consumer Satisfaction, Cafe Dekultur Pakjo Palembang
Subjects:	Psikologi > Psikologi Islam
Divisions:	Fakultas Psikologi > 73201 - Psikologi Islam
Depositing User:	Rahmat Syahputra Handriadi 1920901090
Date Deposited:	11 Mar 2025 06:50
Last Modified:	11 Mar 2025 06:50
URI:	http://repository.radenfatah.ac.id/id/eprint/45055

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