Pengaruh Pelayanan Pramusaji dan Kualitas Produk Terhadap Kepuasan Konsumen
Authors: Kepakisan Ketut Arya Putra Wijaya , Koerniawaty Francisca Titing , Kuntariati Utik 
Published: October 2023

Penelitian ini bertujuan untuk mengetahui pengaruh pelayanan pramusaji dan kualitas produk secara parsial terhadap keputusan pembelian dan untuk mengetahui pengaruh pelayanan pramusaji dan kualitas produk secara simultan terhadap keputusan pembelian di Papila’s Coffee House Klungkung. Sampel dalam penelitian ini berjumlah 50 orang dengan menggunakan metode pendekatan quota sampling. Teknik analisis data yang digunakan adalah analisis regresi linier berganda, uji t, uji F dan analisis koefisien determinasi menggunakan SPSS version 23 For Windows. Hasil penelitian menunjukkan bahwa pelayanan pramusaji berpengaruh positif dan signifikan terhadap keputusan pembelian, kualitas produk berpengaruh positif dan signifikan terhadap keputusan pembelian, dan secara simultan pelayanan pramusaji dan kualitas produk berpengaruh positif dan signifikan terhadap keputusan pembelian. Adapun besar pengaruh variabel pelayanan pramusaji dan kualitas produk terhadap keputusan pembelian adalah 92,8% sedangkan sisanya 7,2% dipengaruhi oleh variabel lain diluar penelitian ini. Untuk meningkatkan kepuasan tamu di Papila’s Coffee House Klungkung, pihak manajemen kafe memberikan pramusaji pelatihan dengan materi yang bisa meningkatkan kualitas pelayanan pramusaji, pihak manajemen kafe mengontrol staf nya agar menerapkan sistem FIFO (first in first out) pada bahan dasar makanan di kafe, yang bertujuan untuk menjaga kesegaran makanan, selain itu pihak manajemen kafe maupun pramusaji yang bertugas memberikan pelayanan sesuai dengan SOP (standard operation procedure) yang sudah ditetapkan, cekatan dalam merespon keinginan tamu dan bersikap ramah terhadap tamu yang berkunjung Papila’s Coffee House Klungkung.

This study aims to determine the effect of waitress service and product quality partially on purchasing decisions and to determine the effect of waitress service and product quality simultaneously on purchasing decisions at Papila's Coffee House Klungkung. The sample in this study amounted to 50 people using the quota sampling approach. The data analysis technique used is multiple linear regression analysis, t test, F test and analysis of the coefficient of determination using SPSS version 23 For Windows. The results showed that waitress service had a positive and significant effect on purchasing decisions, product quality had a positive and significant effect on purchasing decisions, and simultaneously waitress service and product quality had a positive and significant effect on purchasing decisions. The large influence of the variable waiter service and product quality on purchasing decisions is 92.8% while the remaining 7.2% is influenced by other variables outside of this study. To increase guest satisfaction at Papila's Coffee House Klungkung, the cafe management provides training for waiters with materials that can improve the quality of waiter service, the cafe management controls its staff to apply the FIFO system (first in first out) on the basic ingredients of food in the cafe, which aims to maintain the freshness of the food, in addition to the cafe management and waiters who are in charge of providing services in accordance with the SOP (standard operation procedure) that have been set, are nimble in responding to guests' wishes and being friendly to guests who visit Papila's Coffee House Klungkung.