Dhaniry, Mhd. Rezky (2025) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (studi Kasus Sinar Coffee Pekanbaru). Other thesis, Universitas Islam Riau.

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Abstract

The purpose of this study is to determine the quality of service to customers at Sinar Coffee Pekanbaru. The type of data used in this study is quantitative data. then create a population and research sample of 170 populations and a research sample of 168 respondents. Furthermore, the sampling technique uses the Slovin formula with the purposive sampling method. for data collection using the interview method and providing a survey to Sinar Coffee Pekanbaru consumers. In analyzing research data, the author uses a descriptive method, namely analyzing data that is descriptive and descriptive, then associated with theories that support the discussion and what will happen in the research. From what will happen in this study, it can be concluded that the analysis of service quality consisting of five dimensions of research, namely physical evidence (tangible), empathy, reliability, responsiveness and assurance can share the magnitude of customer satisfaction at Sinar Coffee Pekanbaru. from the results of the study it was found that for all dimensions in the service quality variable, it has a positive and significant impact on customer satisfaction at Sinar Coffee Pekanbaru.

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