Pengaruh Kualitas Pelayanan Persepsi Harga dan Fasilitas Terhadap Kepuasan Konsumen Pada D’Coffee Cup Prapen Surabaya. (The Influence of Service Quality, Price Perception, and Facilities on Consumer Satisfaction at D'Coffee Cup Prapen Surabaya).

Putri, Adelia Eka (2025) Pengaruh Kualitas Pelayanan Persepsi Harga dan Fasilitas Terhadap Kepuasan Konsumen Pada D’Coffee Cup Prapen Surabaya. (The Influence of Service Quality, Price Perception, and Facilities on Consumer Satisfaction at D'Coffee Cup Prapen Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This research aims to test and analyze the influence of Service Quality, Price Perception and Facilities on Consumer Satisfaction. This research uses quantitative methods. The population used in this research was all consumers at the D'coffee Cup Prapen cafe in Surabaya using a sampling technique, namely non-probability sampling, of 100 samples based on specified criteria. The variables examined in this research are Service Quality, Price and Facility Perceptions as independent variables, Consumer Satisfaction as the dependent variable. This research data was analyzed using multiple linear regression analysis and F Test using the SPSS Version 30 analysis tool. The aim of the research carried out in this thesis is to analyze the influence of service quality, price perception and facilities on consumer satisfaction at D'Coffee Cup Prapen Surabaya. This research aims to provide a better understanding of the factors that influence consumer satisfaction at the cafe, which is expected to provide recommendations for managers in improving service and customer satisfaction. The method used in this research is a quantitative research method. This research involves collecting data through questionnaires distributed to respondents. This research design is based on the philosophy of positivism and aims to test the hypotheses that have been established. Samples were taken using the Lemeshow formula because the population is not known with certainty. The research results show that 1) Service quality has a significant effect on consumer satisfaction, 2) Price perception has a significant effect on consumer satisfaction, 3) Facilities have a significant effect on consumer satisfaction, 4) Service quality, price perception and facilities together have a significant effect on satisfaction consumer. The overall research results provide implications for D'coffee Cup cafe owners to carry out evaluations or plans to maximize consumer satisfaction. High quality service, coupled with reasonable prices and adequate facilities, will make consumers feel satisfied, comfortable, and able to enjoy products in a relaxed manner. This will produce satisfaction that encourages them to come back again.The recommendation given is that the management of D'Coffee Cup Prapen Surabaya continues to improve the quality of services and facilities offered, as well as considering competitive pricing strategies to increase consumer satisfaction and loyalty.

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