The Influence of Service Quality on Customer Satisfaction at Can Ngopi

Abstract

This study aims to determine customer perceptions of service quality at Can Ngopi, assess the level of customer satisfaction, and analyze the extent to which service quality influences customer satisfaction. This study employed a quantitative approach with an explanatory survey design. The study population consisted of all Can Ngopi customers, with a sample of 185 respondents selected using convenience sampling. The research instrument was a structured questionnaire using a five-point Likert scale to measure service quality based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using simple linear regression with the assistance of SPSS software. The results indicate that the majority of customers perceive the service quality at Can Ngopi as good, while the level of customer satisfaction falls into the satisfied category. Hypothesis testing confirmed that service quality has a positive and statistically significant effect on customer satisfaction at Can Ngopi. These findings highlight the importance of continuously improving service quality, particularly in the dimensions of responsiveness and empathy, to maintain and enhance customer satisfaction.