PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI D’PUNCAK CAFE AND RESTO SAMARINDA TAHUN 2021

Abstract

This study aims to determine the effect of service quality on consumer satisfaction at D'Puncak Cafe And Resto Samarinda in 2021. This study uses a descriptive type of research with a quantitative approach, and was carried out at D'Puncak Cafe And Resto Samarinda. This study aims to determine the quality of service available at D'Puncak Cafe And Resto, as well as to determine the effect of service quality on customer satisfaction at D'Puncak Cafe And Resto Samarinda in 2021. The population in this study are consumers who come to D'Puncak Cafe And Resto. Samarinda restaurant. The number of samples obtained using Slovin's calculation is 97 respondents. Data collection was taken through observation, interviews, questionnaires, and documentation. The author acts as a direct interviewer to explore data through the owners, employees, and consumers of D'Puncak Cafe And Resto Samarinda. The results showed that service quality has a positive and significant influence on customer satisfaction.