Pengaruh Citra Rasa dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada Hilande Koffie Medan

Meisya Yusrilia; Arman Syukur Zai; Rolinda Roito Sinaga; Bayu Teta

doi:10.61132/rimba.v3i3.1976

Authors

Meisya Yusrilia STIE IBMI Medan
Arman Syukur Zai STIE IBMI Medan
Rolinda Roito Sinaga STIE IBMI Medan
Bayu Teta STIE IBMI Medan

DOI:

https://doi.org/10.61132/rimba.v3i3.1976

Keywords:

Customer Satisfaction, Service Quality, Taste

Abstract

This research aims to analyze the effect of taste and service quality on customer satisfaction at Hilande Koffie Medan. As the café business continues to grow in urban areas, customer satisfaction becomes a key factor in business sustainability. Hilande Koffie, located in Medan, offers a variety of pastries and beverages that attract many customers, yet some inconsistencies in taste and service have raised concerns. This study uses a quantitative method with a sample of 45 respondents, applying multiple linear regression analysis through SPSS version 25. The results show that both taste and service quality have a positive and significant effect on customer satisfaction, either partially or simultaneously. The coefficient of determination (Adjusted R²) shows that 65% of the variation in customer satisfaction can be explained by the two independent variables. The findings suggest that maintaining consistency in taste and improving staff professionalism are crucial in enhancing overall customer experience. Therefore, Hilande Koffie is recommended to continuously evaluate and improve both aspects to increase customer satisfaction and loyalty.

Downloads

Download data is not yet available.

References

Adhari, L. Z. (2021). Kepuasan Pelanggan & Pencapaian Brand Trust.

Darmawan, B., Setiadi, R., & Indriyani, A. (2024). Pengaruh Cita Rasa dan Kualitas Pelayanan Terhadap Keputusan Pembelian pada Vintage Oriental Cafe Brebes. MANTAP: Journal of Management Accounting, Tax and Production, 2(2), 840–847. https://doi.org/10.57235/mantap.v2i2.3413

Fandy, T., & Anastasia, D. (2022). Manajemen Dan Strategi Kepuasan Pelanggan. Andi Offset. https://books.google.co.id/books?id=_H6REAAAQBAJ&printsec=frontcover&hl=id&source=gbs_atb#v=onepage&q&f=false

Febita Maulidia Br Sijabat, C., & Halimatussakdiah. (2022). Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Variabel Kepuasan Pada PT. Indah Logistik Cargo Di Kota Langsa. Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Variabel Kepuasan Pada Pt. Indah Logistik Cargo Di Kota Langsa, 7(4), 760–771. http:jim.unsyiah.ac.id/ekm

Hair, J. F., Black, W., Babin, B., & Anderson, R. (2019). on Multivariate Data Analysis Joseph F . Hair Jr . William C . Black Eight Edition. In International Journal of Multivariate Data Analysis (Vol. 1, Issue 2).

Kita, T., Angin, P., & Teta, B. (2025). PENGARUH DIMENSI KUALITAS WEBSITE TERHADAP KEPUASAN PENGGUNA E-COMMERCE SHOPEE DI KALANGAN MAHASISWA STMIK TIME. 7(1), 84–92.

Kotler, P. and Keller, K. L. (2016). Marketing Management.

Mariansyah, A., & Syarif, A. (2020). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah Bina Manajemen, 3(2), 134–146. https://doi.org/10.55208/aj.v1i2.25

Muspiha. (2022). Platform Digital Harga, Kualitas Pelayanan & Kepuasan Pelanggan. Rena Cipta Mandiri.

Rahmawati, Y., Widayati, C. C., & Perkasa, D. H. (2023). Pengaruh Cita Rasa, Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Kasus Pada Resto Street Sushi Cabang Meruya Jakarta Barat). Jurnal Humaniora, Ekonomi Syariah Dan Muamalah, 1(3), 117–127.

Teta, B. (2024). Pengaruh kelalaian karyawan terhadap produktivitas di tambak udang venambak. 6(3), 613–623.

Zebua, I. P. R., & Nurhayati. (2025). PERAN HARGA SEBAGAI PEMEDIASI ANTARA PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PADA E-COMMERCE SHOPPE. Jurnal Ilmiah SP Stindo Profesional (STIPRO), 11(1), 1–6. https://steel.gov.in/sites/default/files/Award Scheme for Secondary Steel Producers_0.pdf

Zulfa, N., Arief, M. Y., & Harisandi, Y. (2022). Pengaruh Fasilitas DanCita Rasa Dalam Mempengaruhi Loyalitas Konsumen Melalui Kepuasan Konsumen Pada Rumah Makan Lesehan Ikan Bakar Bu Tatik Di Kapongan Kabupaten Situbondo. 1(4), 713–728.