Pengaruh Servicescape, Service Quality dan Product Quality Terhadap Kepuasan Konsumen Pada Cold 'N Brew Medan

Abstract

This study aimed to find out and analyze the influence of servicescape, service quality, and product quality simultaneously on consumer satisfaction at the Cold 'N Brew Medan. This study used a non-experimental quantitative research with a correlation design. The population in this study was all customers who visited the Cold 'N Brew Medan. The number of samples were 97 people who were taken using the non-probability sampling technique of the purposive sampling approach. Data was collected using questionnaires and analyzed using IBM SPSS software version 23. This study found that servicescape, service quality, and product quality simultaneously and partially had a significant effect on consumer satisfaction at the Cold 'N Brew Medan, with a significance value (p-value) = 0.000, or p < 0.05 and coefficient of determination value of 57.5%.