ABSTRAK
ATHIAN HARIANSYAH 2020110021, Pengaruh Kualitas Pelayanan Terhadap
Kepuasan Pelanggan di Pinanti Kopi JL Raya Citayam Kota Depok. Dibawah
bimbingan ibu Kania Ratnasari ST, MIB.
Salah satu kegiatan usaha yang menawarkan jasa yang cukup pesat berkembang di
indonesia adalah usaha kuliner, biasa disebut restoran yang menyediakan food &
beverage salah satunya yaitu Pinanti Kopi yang terletak di Jl Raya Citayam Kota
Depok. Tujuan penelitian ini untuk menganalisis pengaruh kualitas pelayanan terhadap
kepuasan pelanggan. Metode yang digunakan adalah deskriptif kuantitatif. Responden
pada penelitian memiliki populasi sebanyak 7.660, dan sampel 100 orang yang didapat
menggunakan teknik purposive sampling. Teknik pengumpulan data menggunakan
kuesioner dengan skala likert yang masing-masing telah diuji coba dan memenuhi
syarat validitas dan reliabilitas. Penelitian ini menggunakan analisis deskriptif
kuantitatif dan regresi linear sederhana dengan pengujian hipotesis yang digunakan
yaitu uji t dengan program SPSS 29. Hasil penelitian menunjukkan bahwa kualitas
pelayanan di Pinanti Kopi dinilai sangat baik dengan rata-rata 3,38. Adapun hasil dari
kepuasan pelanggan di Pinanti Kopi dinilai sangat puas dengan rata-rata 3,26. Hasil
uji t juga menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan
pelanggan di Pinanti Kopi, dimana nilai signifikan untuk pengaruh antara variabel X
terhadap variabel Y adalah sebesar 0,001 < 0,05%. Adapun pengaruh kualitas
pelayanan terhadap kepuasan pelanggan sebesar 0,706 atau 70,6% dan 29,4 %
merupakan variabel yang tidak diteliti seperti harga, produk, lokasi, promosi dan lain-
lain.
Kata kunci: Kepuasan Pelanggan, Kualitas Pelayanan, Kuantitatif, Pinanti Kopi, dan
Responden
ABSTRACT
ATHIAN HARIANSYAH 2020110021, The Influence of Service Quality on Customer
Satisfaction at Pinanti Kopi on Jl Raya Citayam, Depok City. Under the guidance of
Mrs. Kania Ratnasari ST, MIB.
One of the rapidly growing business activities in Indonesia is the culinary business,
commonly known as restaurants that offer food and beverages, including Pinanti Kopi
located on Jl Raya Citayam, Depok City. The purpose of this research is to analyze the
influence of service quality on customer satisfaction. The method used is descriptive
quantitative. The respondents in the study have a population of 7,660, with a sample
of 100 people obtained using purposive sampling technique. Data collection technique
uses a questionnaire with Likert scale, each of which has been tested and meets the
criteria of validity and reliability. This research uses quantitative descriptive analysis
and simple linear regression with hypothesis testing using t-test with SPSS 29
program. The results show that the service quality at Pinanti Kopi is rated very good
with an average of 3.38. The customer satisfaction at Pinanti Kopi is also rated very
satisfied with an average of 3.26. The t-test results also show that service quality
influences customer satisfaction at Pinanti Kopi, with a significant value for the
influence between variable X and variable Y at 0.001 < 0.05%. The impact of service
quality on customer satisfaction is reported to be 0.706 or 70.6%, indicating that a
significant proportion of customer satisfaction can be attributed to the quality of
service. The remaining 29.4% is attributed to unexamined variables such as price,
product, location, promotion, and others.
Keywords: Customer Satisfaction, Service Quality, Quantitative, Pinanti Kopi, and
Respondents.
