The Influence of Service Quality on Consumer Satisfaction at Manjo Kopi Coffee Shop in Airmadidi District North Minahasa Regency

Abstract

This study aims to determine and explain the influence of service quality on customer satisfaction at Manjo Kopi Coffee Shop in Airmadidi District, North Minahasa Regency. The research method used is quantitative, with 100 respondents who are customers of Manjo Kopi Coffee Shop in Airmadidi District, North Minahasa Regency. Sample selection is based on Roscoe's theory. The sampling technique used in this research is through a non-probability sampling approach, specifically purposive sampling, and also using Lemeshow's formula because the population size is unknown or unlimited. The data collection techniques in this study include observation and distributing questionnaires to gather information that allows analysis of attitudes, beliefs, and characteristics of key individuals in the organization who could be influenced by the proposed system or by the existing system. The questionnaires were distributed to 100 respondents or customers of Manjo Kopi Coffee Shop in Airmadidi District, North Minahasa Regency. The data analysis technique used in this study is SPSS version 30. Based on the research results, the service quality variable significantly affects customer satisfaction at Manjo Kopi Coffee Shop in Airmadidi District, North Minahasa Regency. From the calculation, the t-count is 12.150, which is much higher than the t-table value of 1.984 at a 0.05 significance level. Therefore, the alternative hypothesis (Ha) is accepted, and the null hypothesis (Ho) is rejected, indicating a significant influence of service quality on customer satisfaction, which explains the objective of this research.