Alfajri, Adilah (2026) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Norma Coffee Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine service quality and customer satisfaction levels, as well as analyze the influence of service quality on customer satisfaction at Norma Coffee Pekanbaru. Using a quantitative approach with a correlational method, all research instruments were declared valid and reliable, with a calculated r value greater than the table r value of 0.200 and a Cronbach's Alpha value above 0.60. The results of the classical assumption test indicate that the data are normally distributed and the relationship between variables is linear. The F test obtained a significance value of 0.000 (<0.05) and a calculated F value of 94.555, which is greater than the table F value of 1.642, thus proving a significant influence between service quality and customer satisfaction. These findings indicate that the better the service quality provided, the higher the level of customer satisfaction at Norma Coffee Pekanbaru. This study emphasizes the importance of continuously improving service quality as an effort to maintain customer satisfaction and loyalty.

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