Abstract:
The growing of population in Indonesia has impact to public consumption
especially in food and beverage industry. This research’s objective is to find out
the influence of service quality in the form of tangible, reliability, responsiveness,
assurance, and empathy toward customer satisfaction. This research focuses on
the phenomenon of cake especially cake shop in Jakarta. The limitations of this
research are population and age; the population is customers of Cacaoté Patisserie
Brasserie & Bar in Senopati, who had dine experience on Cacaoté Patisserie
Brasserie & Bar at least once, while the age is 17-25 years old. In this research,
researcher used quantitative analysis. Questionnaire was taken from previous
studies and used as the tool to collect primary data from the customers. The
sample consisted of 100 respondents. The primary data were then analyzed
by mulitple regression analysis. Based on the result, there are 4 (four)
variables from 5 (five) that significantly influence customer satisfaction
which are tangible, reliability, assurance, and empathy. When all variables
measured altogether, it has value of 0.045 for assurance, 0.014 for empathy, 0.020
for reliability and 0.036 for tangible. Empathy is the biggest influence to
customer satisfaction in this case.
