Pengaruh Kualitas Layanan, Kompetensi Karyawan, Dan Kinerja Karyawan Terhadap Kepuasan Konsumen Di Kalenan Cafe And Resto Sawahan Nganjuk

Ramadhani, Dimas Ega (2026) Pengaruh Kualitas Layanan, Kompetensi Karyawan, Dan Kinerja Karyawan Terhadap Kepuasan Konsumen Di Kalenan Cafe And Resto Sawahan Nganjuk. Skripsi thesis, Universitas Kadiri.

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Abstract

Nowadays, cafes are no longer just places for consumption, but have become part of the lifestyle and social space of society. This condition has led to increasing consumer demands for the quality of service provided by each cafe. Most existing studies focus more on service quality as the main factor, without considering employee competence and performance, which also have an important role in influencing service quality and consumer experience. In addition, many studies have been conducted in large cities, while studies on local culinary businesses, especially in districts, are still very limited. This research is a quantitative study using an explanatory approach. The sampling technique in this study used non-probability sampling with a purposive sampling method. With a number of respondents of 50 people. The results of the study show that Quality, Employee Competence, and Employee Performance simultaneously have a positive and significant effect on Consumer Satisfaction, Service Quality has a Service regression coefficient of 0.322. Employee Competence has a regression coefficient of 0.023. Employee Performance has a regression coefficient of 0.206. Simultaneously, the coefficient value of p <0.05. The R² value of 0.557 indicates that this regression model can explain 55.7% of customer satisfaction. These findings contribute to continued attention and continuous improvement in the quality of service provided to customers. This can be achieved through regular employee training focused on optimal service standards, good communication skills, and the ability to resolve customer complaints quickly and courteously. This is expected to encourage increased customer satisfaction and strengthen customer loyalty. Keywords: Service Quality, Employee Competence, Employee Performance, Customer Satisfaction, cafe

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi & Bisnis > Prodi Manajemen S1
Depositing User:	Unnamed user with email rio.mahardiko@gmail.com
Date Deposited:	22 Sep 2026 07:46
Last Modified:	22 Sep 2026 07:46
URI:	http://repository.unik-kediri.ac.id/id/eprint/1240

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