Pengaruh Kecepatan Pelayanan dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Layanan Grab And Go (Studi pada Kopi Tuku Cabang Kemanggisan)

The Effect of Service Speed and Service Quality on Customer Satisfaction in Grab And Go Services (Study on Kopi Tuku Kemanggisan Branch)

Abstract

The grab and go service emphasizes speed and convenience, yet Kopi Tuku Kemanggisan Branch still receives customer complaints about long queues, delayed orders, and slow staff responses. This study analyzes the effect of service speed and service quality on customer satisfaction in the grab and go service, both partially and simultaneously. A quantitative associative approach was applied using primary data from questionnaires distributed to 50 customers, complemented by observation and documentation study. The data were analyzed using validity, reliability, and classical assumption tests, multiple linear regression, t-test, F-test, and the coefficient of determination with SPSS version 25. The results show that service speed (β = 0.543; t = 4.907) and service quality (β = 0.450; t = 4.073) each have a positive and significant effect on customer satisfaction (p < 0.05). Both variables also have a significant simultaneous effect (F = 18.086; p < 0.05) with an R² of 0.435. Service speed contributes more (26.3%) than service quality (17.1%). Management is advised to prioritize faster service during peak hours while maintaining order accuracy and staff courtesy.