Analisis Pengaruh Kualitas Responsiveness Terhadap Kepuasan Pelanggan Di Coffe Shop Omjei (Studi Kasus Pada Masyarakat Bagansiapiapi)

This study was conducted with the aim of analyzing respondents' responses to the quality of responsiveness, analyzing respondents' responses to customer satisfaction, and to analyze the effect of responsiveness quality on customer satisfaction at Omjei Coffee Shop. This study is an associative study. The sampling technique used in this study is nonprobability sampling with accidental sampling and purposive sampling techniques, the number of respondents is 100 respondents. The results of this study were analyzed using simple linear regression and showed significant. The correlation coefficient is positive and in the same direction of 0.895. The simple linear regression equation has a positive value at Y = 1.265 + 0.699X and the coefficient of determination shows the number 0.801 which means that the quality of responsiveness affects customer satisfaction by 80.1%, while 19.9% is influenced by other variables outside the study such as Reliability, Assurance, Empathy, Tangiles. The results of this study indicate that the quality of responsiveness has a significant effect on customer satisfaction with a calculated t value greater than the t table value of 19.849> 1.984 which means that H0 is rejected and Ha is accepted. This states that the responsiveness quality variable influences customer satisfaction.