Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Cosa Nostra Bistro Cambridge Medan (Study pada COsa Nostra Cambridge City Square, Medan)

Abstract

This study entitled "The Effect of Service Quality on Customer Satisfaction in the Cosa Nostra Bistro Cambridge Field". This study aims to determine the effect of service quality indicators consisting of physical evidence, reliability, responsiveness, assurance, and empathy towards customer satisfaction on Cosa Nostra Bistro Cambridge Field. The theory used in this study is the theory related to service quality and customer satisfaction. The sample in this study as many as 90 people were taken by Slovin formula because the population is known, the characteristics of the population aged between 15- 55 years, consumers Cosa Nostra Bistro Cambridge Field which perform actions as a result of the purchase of consumer satisfaction. In this study, using purposive sampling method sampling and accidental sampling. Data collection techniques used are primary data consists of questionnaires (questionnaires) and interviews as well as secondary data, the study of literature. The data analysis technique used is the test instrument (validity and reliability), a simple linear analysis test, as well as methods of data analysis which consists of test the classical assumption of normality test, and the test consists of testing the hypothesis that the coefficient of determination (R2), F test, test t, and execution of data analysis using SPSS 16.0 for windows. The result showed that the simultaneous service quality affects customer satisfaction.