Pengaruh Kualitas Pelayanan dan Store Layout Terhadap Kepuasan Konsumen Kedai Enigma Coffee Setu Kabupaten Bekasi.

Hamidah, Siti Ami (2023) Pengaruh Kualitas Pelayanan dan Store Layout Terhadap Kepuasan Konsumen Kedai Enigma Coffee Setu Kabupaten Bekasi. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

Siti Ami Hamidah (41183402180216) The Effect of Service Quality, Layout on Consumer Satisfaction of Enigma Kopi Setu Shop, Bekasi Regency. Page 126+ Table 22 + Image 3 + Appendix 16 Keywords : Service Quality, Layout and Customer Satisfaction The purpose of this study is to determine the Effect of Service Quality and Layout on Consumer Satisfaction of Enigma Kopi Setu Shop, Bekasi Regency. The research method used is descriptive quantitative. The sample used in this study was 100 respondents of consumers of Enigma Kopi Setu shop who had visited and purchased products at least twice purchased, in this study using the purposive sampling method. Data analysis using multiple linear regression analysis with SPSS program version 25.0. In this study, it showed a coefficient (β1) of service quality variables of 0.277, (β2) layout variables of 0.465. The results of this study also show that the quality of service has a positive and significant effect on consumer satisfaction, with a calculated result of 5,276 greater than t table 1,660 with a significance of 0.000 smaller than 0.05. The Layout variable has a positive and significant effect on consumer satisfaction, with a result of t count 3,030 greater than t table 1,660 with a significance level of 0.003 smaller than 0.05. There is a simultaneous significant influence between free variables, namely Service Quality and Layout of the bound variables, namely Customer satisfaction at the Enigma Kopi Setu shop in Bekasi Regency with a calculated F value of 37,585 > table F value (α=0.05 df = 3 df2= 97) = 3.09 and a significance value of 0.000 less than 0.05. The co-efficiency of determination results shows that there is a relationship between the free variable and the bound variable with the interpretation of the coefficient is 0.661 and the R square value is 0.425. References : 34 (2001 – 2022)

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