Pengaruh Kualitas Pelayanan dan Kemudahan Pembayaran terhadap Kepuasan Pelanggan di Warteg Mamoka Daerah Tegal
DOI:
https://doi.org/10.58192/ebismen.v5i4.4736Keywords:
Service Quality, Ease Of Payment, Customer Satisfaction, Warteg, Digital PaymentsAbstract
This study aims to determine the effect of service quality and ease of payment on customer satisfaction at Warteg Mamoka in the Tegal Kota area. This study employs a quantitative method with a causal-associative approach. The population of this study consists of all Warteg Mamoka customers, with a sample size of 171 respondents selected using purposive sampling. Data collection was conducted through questionnaires, observations, and documentation. Data analysis was performed using SPSS software, including validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination (R²). The results of the study indicate that service quality has a positive and significant effect on customer satisfaction, with a regression coefficient of 0.597 and a calculated t-value of 11.918. Ease of payment also has a positive and significant effect on customer satisfaction, with a regression coefficient of 0.323 and a calculated t-value of 5.940. Simultaneously, service quality and ease of payment have a positive and significant effect on customer satisfaction, with a calculated F-value of 135.287 and a significance level of < 0.001. The coefficient of determination (R²) of 0.617 indicates that service quality and ease of payment account for 61.7% of the variation in customer satisfaction, while the remaining 38.3% is influenced by other factors outside the scope of this study.
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