PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KEDAI KOPI TUNGKU HERBAG MAKASSAR

Hilwa. 2022. "The Influence of Service Quality on Customer Satisfaction at the Makassar Herbag Furnace Coffee Shop". Supervised by Fitriani Latief and Nurhaeda Z.
This study aims to determine simultaneously and partially the effect of service quality consisting of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5), as well as the dominant variabels on customer
satisfaction (Y). ) at the Tungku Herbag Coffee Shop Makassar and the most dominant variabel.
The population in this study was 4,600 which was then determined as a sample of 98 respondents using the Slovin formula. The analytical method used is multiple linear regression analysis with data collection using a Likert scale questionnaire.
The results of this study indicate that partially and simultaneously the quality of service consisting of tangible, reliability, responsiveness, assurance, and
empathy has a positive and significant influence with the most dominant variabel on customer satisfaction the empathy variabel.