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Starbuck Malaysia

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The 2012 International Conference on Business and Management 6 – 7 September 2012, Phuket - Thailand

The Influence of Service Quality on Customer Satisfaction (Study in Starbucks Coffee - Indonesia) Achmad H. Sutawidjaya
Faculty of Economics and Social Science, Bakrie University, Jakarta - Indonesia

Tuti W
Faculty of Economics and Social Science, Bakrie University, Jakarta - Indonesia

Suharyanti
Faculty of Economics and Social Science, Bakrie University, Jakarta - Indonesia

Abstract
The background of this study aimed to assess the influence of service quality on customer satisfaction as measured using Gronroos approach (1988) in describing the two-dimensional. Dimensions of which are technical dimensions (technical quality) and functional dimensions (functional quality). In the technical dimension (technical quality) of service quality assessment is based on what service has been obtained by the consumer while at the functional dimension (functional quality) of service quality assessment based on services are performed and delivered to the customer. The sample of this study is Starbucks at rest area Km.19 Tol Jakarta – Cikampek. The sample used in this study amounted to 130 people who are consumers of Starbucks Km.19 rest area Tol Jakarta Cikampek. From the results of studies using multiple linear regressions, we find that the technical quality and functional quality affects customer satisfaction. However, the influence exerted by the technical quality is not so dominant as compared to the influence exerted by the functional quality. Keywords: Customer Satisfaction, Technical Quality, Functional Quality

INTRODUCTION Both large and small companies are required to continuously maintain the quality of service to the products or services they offer to consumers, so they can compete with other companies in a healthy manner. Similarly, coffee shop business as one of the retail business, where competition in the business of any coffee shop is very...

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