PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA USAHA BISNIS KULINER CAFÉ

Abstract

Cafe is a culinary business that is currently being established everywhere, not only
students and students flock to the cafe to relax and do their assignments, but even
businesspeople also choose cafes as a place to meet their colleagues. Customer
satisfaction is strongly influenced by the quality of service provided by the café, so the
café must provide the best quality in serving customers in achieving customer
satisfaction. Customer satisfaction with cafe services is an evaluation of cafe
management in maintaining or improving service quality. This study aims to determine
the effect ofservice quality on customer satisfaction in the culinary cafe business. This
study uses a literature review of several previous research results in Indonesia. Journal
search sources via Google Scholar in the period 2014 – 2022. The results showed that
service quality was measured using 5 dimensions, namely Reliability, Tangibles,
Responsiveness, Assurance, and Empathy. Studies show that service quality influences
café customer satisfaction