The Influence of Food and Beverage Department Service Quality on Customer Satisfaction at Tanatap Coffee Braga Bandung

Mochamad Zidan Alhakim; Nuniek Dewi Pramanik; Rosita Rosita

doi:10.61132/manuhara.v4i4.2890

Authors

Mochamad Zidan Alhakim Politeknik Piksi Ganesha Bandung
Nuniek Dewi Pramanik Politeknik Piksi Ganesha Bandung
Rosita Rosita Politeknik Piksi Ganesha Bandung

DOI:

https://doi.org/10.61132/manuhara.v4i4.2890

Keywords:

Service Quality, Customer Satisfaction, Food And Beverage Department, Coffee Shop, Simple Linear Regression

Abstract

This study analyzes the effect of Food and Beverage Department service quality on customer satisfaction at Tanatap Coffee Braga Bandung. A quantitative descriptive-correlational survey was conducted with 30 customers selected through non-probability sampling. Data were collected through a five-point Likert questionnaire, interviews, documentation, and observation, and processed using SPSS version 26. Instrument testing covered validity and reliability, followed by normality and heteroscedasticity tests, simple linear regression, the coefficient of determination, and a t-test. All 30 questionnaire items were valid because their item correlations exceeded the critical r value of 0.361. Reliability was high, with Cronbach's alpha values of 0.937 for service quality and 0.956 for customer satisfaction. Residuals met the normality criterion (Kolmogorov-Smirnov p = 0.200; Shapiro-Wilk p = 0.113), while the Glejser test indicated no heteroscedasticity (p = 0.770). The regression equation was Y = 4.410 + 0.914X. Service quality had a positive and statistically significant effect on customer satisfaction (beta = 0.900; t = 10.928; p < 0.001), and R Square = 0.810 indicated that 81.0% of the variation in customer satisfaction was explained by service quality. The findings emphasize service speed, employee friendliness and attitude, and service accuracy as operational priorities for strengthening customer satisfaction in a competitive coffee-shop environment.

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