Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pelanggan pada Tomoro Coffee Karadenan Bogor
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Abstract
This study aims to examine the effect of service quality and facilities on customer satisfaction at Tomoro Coffee Karadenan, Bogor. A quantitative research method with a survey approach was employed. The study population comprised 20,610 customers who visited Tomoro Coffee Karadenan during February–April 2026. Using the Slovin formula with a 10% margin of error, a sample of 100 respondents was obtained. Data were collected through a Likert-scale questionnaire and analyzed using IBM SPSS Statistics version 25. The results indicate that service quality has a positive and significant effect on customer satisfaction, as evidenced by a t-value of 4.479, which exceeds the t-table value of 1.984, with a significance level of 0.000 < 0.05. Facilities also have a positive and significant effect on customer satisfaction, with a t-value of 9.121 > 1.984 and a significance level of 0.000 < 0.05. Simultaneously, service quality and facilities have a positive and significant effect on customer satisfaction, as indicated by an F-value of 180.607 > 3.09 and a significance level of 0.000 < 0.05. The coefficient of determination (R²) of 0.788 indicates that service quality and facilities explain 78.8% of the variation in customer satisfaction, while the remaining 21.2% is explained by other factors outside the research model. Among the independent variables, facilities have the stronger influence on customer satisfaction.
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