Pengaruh Kualitas Lqayanan, Fasilitas dan Lokasi Terhadap Kepuasan Konsumen Pada Dapur Kopi By Lyly Lamongan.

Tias, Rizky Setianing (2020) Pengaruh Kualitas Lqayanan, Fasilitas dan Lokasi Terhadap Kepuasan Konsumen Pada Dapur Kopi By Lyly Lamongan. Undergraduate thesis, Untag 1945 Surabaya.

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Abstract

The development of the café business in Indonesia is currently very rapid. This is also felt by business people such as cafe owners in Lamongan. Lyly coffee kitchen is one of the cafes in Lamongan today. Coffee kitchens must pay attention to the factors that influence customer satisfaction. Kitchen Kopi has to make innovations and improvements that can increase customer satisfaction. This study aims to analyze most of the interests of service quality, facilities and location for customer satisfaction. The population used in this study is consumers of Kopi Kopi by lyly Lamongan. The sampling technique used was purposive sampling. Data collection methods used were questionnaires. Data analysis techniques used are validity, reliability, and multiple linear regression analysis. The hypothesis test used was the t test and the F test. Data analysis in this study used SPSS version 25 software. Based on research results obtained from multiple linear regression analysis is Y = 4.246 + 0.526X1 + 0.341X2-0.144X3. Hypothesis results of the t-test showed partial service quality variables that affect customer satisfaction, can be seen from the value of sig 0,000> 0.05 and nilait_hitung4,275 <t_tabel1,66088 Facilities partially have a significance to customer satisfaction, can be seen from the value of sig 0.005 <0, 05 and the value of t_count2,863> t_tabel1,66088. Partial location does not have a significant effect on customer satisfaction, it can be seen from the sig value of 0.128> 0.05 and the value of t-count-1.537 <t_table1.66088. The results of the F Test hypothesis show the simultaneous service quality, facilities, and location have a significant effect on customer satisfaction, this can be seen from the sig value of 0,000 <0.05 and the value of F_count35.836> F_table2.46. Conclusions in this study indicate the variable quality of service, facilities and location have an interest in consumer satisfaction. However, location has no partial importance to customer satisfaction. Suggestions relating to this study discussing service quality as a dominant variable or having a high count value should increase so that the level of customer satisfaction, according to this study location variables do not have an interest associated with the company in order to increase the value of customer satisfaction.

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