Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen di Petto Resto & Cafe Kota Payakumbuh

Abstract

Quality service and good facilities are the key to achieving customer satisfaction, which in turn can encourage the desire to return to visit and recommend services to others. Petto Resto& Cafes in Payakumbuh City are a clear example of the importance of in-depth analysis of consumer opinions and preferences to maintain and improve the quality of services and facilities. This research uses quantitative methods with a causal associative approach to test hypotheses regarding the influence of service quality and facilities on consumer satisfaction. The research results show that the quality of services and facilities at Petto Resto & Cafe Payakumbuh City has a positive and significant influence on consumer satisfaction. Analysis of data from 97 respondents revealed that service quality received a percentage score of 34% and facilities 36.1%, both categorized as good. Consumer satisfaction is also considered good with a percentage of 49.5%, which shows that consumers are satisfied with the suitability of expectations and the facilities available. The quality of service and facilities together contributes 70.1% to consumer satisfaction. This research recommends management to continue to improve and maintain the quality of services and facilities to increase consumer satisfaction, which can increase loyalty and repeat visits. This finding is in line with previous research which shows the significant impact of service and facility quality on consumer satisfaction. From the research results, it can be concluded that the quality of services and facilities has a positive and significant influence on consumer satisfaction at Petto Resto & Cafe, Payakumbuh City, with service quality (variable X1) getting a percentage value of 34% in the good category, while facilities (variable Y) displays a percentage value of 49.5%, which is also recorded in the good category.

Keywords: Quality, Service, Customer Satisfaction, Petto Resto and Cafe