SERVICE QUALITY AND FACILITIES ON CUSTOMER SATISFACTION IN TOKO KOPI PLASTIK

Abstract

Coffee shop is a new places for many people, especially coffee connoisseurs. The place carry out various activities and can do accompanied by various variants of coffee and other food and drinks. Providing nimble service will have a very good impact on consumers because they will feel more cared for and more fulfilled by their needs. The purpose of this study was to determine customer satisfaction through the quality of service and facilities provided at the Toko Kopi Klasik Tangerang. This research is a quantitative study with a sample of 76 respondents who have visited the Toko Kopi Klasik in Tangerang. Data collection techniques using primary data obtained from distributing questionnaires. The analysis technique used is multiple linear regression analysis. The research results show that both partially and simultaneously the service quality variables and the facilities provided have a positive effect on customer satisfaction. Good service is a special consideration before deciding to visit, as well as good and complete facilities that affect interest in visiting. The better the quality of service and facilities provided by the coffee shop, the better the consumer's evaluation of the place visited, which will increase consumer satisfaction.