The Effect of Service Quality and Location on Customer Satisfaction at Kopi Roemah Kesambi Coffee Shop
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Abstract
This study aims to analyze the effect of service quality and location on customer satisfaction at Kopi Roemah Kesambi Coffee Shop. The research employed a quantitative approach using a survey method. The population consisted of all customers of Kopi Roemah Kesambi Coffee Shop, while the sample comprised 100 respondents selected using a non-probability sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression with IBM SPSS Statistics 27. Prior to hypothesis testing, validity, reliability, and classical assumption tests, including normality, multicollinearity, autocorrelation, and linearity tests, were conducted. The results indicate that service quality has a positive and significant effect on customer satisfaction (t = 3.467; p = 0.001). Location also has a positive and significant effect on customer satisfaction (t = 3.030; p = 0.003). Simultaneously, service quality and location significantly affect customer satisfaction, as indicated by an F-value of 20.689 with a significance level of 0.000. The coefficient of determination (R²) of 0.299 indicates that service quality and location explain 29.9% of the variation in customer satisfaction, while the remaining 70.1% is influenced by other variables not included in this research model.
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Lydia Putri, Pebi Kurniawan, & Hevy Febriyansyah. (2026). The Effect of Service Quality and Location on Customer Satisfaction at Kopi Roemah Kesambi Coffee Shop. SIASAT, 11(4), 296-306. Retrieved from https://siasatjournal.id/index.php/siasat/article/view/289
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References
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Martin, L., & Pradana, F. I. (2022). Analisis strategi Bandar Udara Notohadinegoro dalam meningkatkan minat pengguna jasa di era pandemi Covid-19, 6(1), 1921–1928.
Mili, S., & Ferro-Soto, C. (2024). Precursors and outcomes of satisfaction of fair trade coffee consumers. European Journal of Management and Business Economics, 33(2), 195–211.
Moleong, L. J. (2005). Metodologi penelitian kualitatif. Remaja Rosdakarya.
Mutia, M., & Soliha, E. (2023). Pengaruh kualitas layanan, persepsi harga, dan lokasi terhadap kepuasan pelanggan di Cliq Plus Semarang. Management Studies and Entrepreneurship Journal, 4(5).
Nurdin, I., & Hartati, S. (2019). Metodologi penelitian sosial. Media Sahabat Cendekia.
Nurhayani, & Sunaryo, D. (2022). Strategi pemasaran kontemporer. Qiara Media.
Nursarah, W., Fitriadi, B. W., & Pauzy, D. M. (2022). The influence of price perception, taste, and location on customer satisfaction (Survey on customers of Café Shelter Wisata Galunggung). Journal of Indonesian Management, 2(3). https://doi.org/10.53697/jim.v2i3.926
Panjaitan, J. E., & Yuliati, A. L. (2016). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada JNE Cabang Bandung. DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), 265–289.
Pranitasari, D., & Sidqi, A. N. (2021). Analisis kepuasan pelanggan elektronik Shopee menggunakan metode e-service quality dan kartesius. Jurnal Akuntansi dan Manajemen, 18(2), 12–31.
Pratiwi, N. D., Dimyati, M., & Supeni, N. (2024). Pengaruh kualitas produk, kualitas pelayanan, harga dan lokasi terhadap kepuasan konsumen Rumah Makan Ayam Gephok Pak Giek Jember. Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 2(1), 272–284.
Putri, W. T. K., & Surianto, M. A. (2024). Pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pasien pada Rumah Sakit XY. Jurnal EMT KITA, 8(2), 811–821. https://doi.org/10.35870/emt.v8i2.2383
Sevilla, C. G., Ochave, J. A., Punsalan, T. G., Regala, B. P., & Uriarte, G. G. (1993). Research methods. Rex Printing Company.
Siahaan, R. F. B., Anggraini, D., Chandra, W., & Hutabarat, F. A. M. (2022). Pengaruh social media marketing terhadap purchase intention di Teko Healthy Resto Medan. SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora, 1(2), 167–175.
Silmi, N., Kurniawan, B., & Subhan, M. (2024). Perencanaan dalam ilmu pengantar manajemen. Journal of Student Research, 2(1), 106–120. https://doi.org/10.55606/jsr.v2i1.1899
Sugiyono. (2020). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
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Tahyudin, I. (2012). Analysis of influence of Internet retail service quality (IRSQ) to consumer online shopping satisfaction at www.kebanaran.com. International Journal of Computer Science and Information Security, 10(12).
Tarjo. (2019). Metode penelitian sistem 3× baca (1st ed.). Deepublish.
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Tjiptono, F. (2019). Strategi pemasaran. Andi.
Wachdijono, W., & Jaeroni, A. (2021). Pemasaran kopi pada era ke tiga di Kabupaten Kuningan. Mimbar Agribisnis, 7(2), 1295–1308.
Wicaksono, E. K. A., & Nugraheni, K. S. (2024). Pengaruh kualitas pelayanan dan kualitas produk terhadap kepuasan pelanggan di Elmo Gelato. Jurnal Ilmiah Edunomika, 8(3). https://doi.org/10.29040/jie.v8i3.14717
Yunianto, C. C. R., & Aswan, M. K. (2023). The influence of service quality, facilities, and location on customer satisfaction at Pushup Coffee Semarang. International Conference on Digital Advanced Tourism Management and Technology, 1(2), 548–554.
Andriani, C., Thaib, I., & Zona, M. A. (2025). The influence of performance and innovative behavior on competitive advantage in millennial generation business in Padang City. 10th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2022), 737–744.
Anhar, A., Haryanti, I., & Hamidah, N. K. (2024). Pengaruh lokasi dan fasilitas terhadap kepuasan konsumen Receh Coffee. Indonesian Journal of Multidisciplinary on Social and Technology, 2(3), 52–58.
Apriyani, D. A. (2017). Pengaruh kualitas pelayanan terhadap kepuasan konsumen. Jurnal Administrasi Bisnis, 51(2), 1–7.
Asrulla, A., Risnita, R., Jailani, M. S., & Jeka, F. (2023). Populasi dan sampling (kuantitatif), serta pemilihan informan kunci (kualitatif) dalam pendekatan praktis. Jurnal Pendidikan Tambusai, 7(3), 26320–26332.
Auliya, F. N., & Sutarmin, S. (2025). Pengaruh inovasi, promosi, kualitas produk, harga, dan kualitas pelayanan terhadap kepuasan pelanggan produk Starbucks. Jurnal Visi Manajemen, 11(1), 70–86.
Barung, L., Nahak, R., & Clau, V. P. (2024). Pengaruh lokasi usaha terhadap minat beli konsumen. Syntax Literate: Jurnal Ilmiah Indonesia, 7(9), 15814–15821. https://doi.org/10.36418/syntax-literate.v7i9.14805
Dzikra, F. M. (2020). Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada Bengkel Mobil UD. Sari Motor di Pekanbaru. Eko dan Bisnis: Riau Economic and Business Review, 11(3), 262–267.
Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service quality, customer satisfaction, customer trust, and customer loyalty in service of Paediatric Polyclinic over Private H Hospital of East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105–111.
Fakhrudin, A., & Yuliadi, I. (2023). Perkembangan ilmu manajemen: Ditinjau dari ilmu filsafat. Jurnal Manajemen Dirgantara, 16(2), 411–426.
Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS. Badan Penerbit Universitas Diponegoro.
Hasanuddin, M. (2016). Analisis pengaruh kualitas pelayanan, lokasi, dan harga terhadap kepuasan nasabah melalui keputusan pembelian sebagai variabel intervening pada penjualan. Jurnal Riset Bisnis dan Manajemen, 4(1), 49–66.
Hendrajaya, H. (2024). Pengaruh lokasi, sarana dan prasarana serta pelayanan terhadap kepuasan pelanggan dan dampaknya pada loyalitas pelanggan (Studi kasus pada hotel-hotel di Kabupaten Semarang). Jurnal Ilmiah Edunomika, 7(1). https://doi.org/10.29040/jie.v7i1.12654
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From service quality to e-service quality: Measurement, dimensions and model. Journal of Management Information and Decision Sciences, 25, 1–15. https://doi.org/10.48550/arXiv.2205.00055
Irfiana, I., Imran, U., & Asbara, N. W. (2023). Pengaruh persepsi harga, kualitas produk, dan lokasi terhadap kepuasan konsumen pada Browcyl Hertasning Makassar. Nobel Management Review, 4(1), 170–180.
Izzah, N., & Junaedi, D. (2025). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan Toko Pakaian Takasimura. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(2), 3131–3137.
Junaidi, J. S., & Meirisa, F. (2021). Pengaruh promosi, harga, word of mouth, dan layout terhadap keputusan pembelian di Supermarket Diamond Kota Palembang. Publikasi Riset Mahasiswa Manajemen, 3(1), 22–36.
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Pearson Education.
Kotler, P., & Keller, K. L. (2018). Marketing management (15th ed.). Pearson Education.
Manik, E., Oktafani, F., Sari, D. A. P., Widiyawati, W., Pidola, V. A., Susiyanto, S., Suryawardani, B., Zulfikar, M., & Febrianty, F. (2022). Manajemen pemasaran kontemporer (Teori dan praktis) (M. T. Rambe, Ed.). CV Widina Media Utama.
Martin, L., & Pradana, F. I. (2022). Analisis strategi Bandar Udara Notohadinegoro dalam meningkatkan minat pengguna jasa di era pandemi Covid-19, 6(1), 1921–1928.
Mili, S., & Ferro-Soto, C. (2024). Precursors and outcomes of satisfaction of fair trade coffee consumers. European Journal of Management and Business Economics, 33(2), 195–211.
Moleong, L. J. (2005). Metodologi penelitian kualitatif. Remaja Rosdakarya.
Mutia, M., & Soliha, E. (2023). Pengaruh kualitas layanan, persepsi harga, dan lokasi terhadap kepuasan pelanggan di Cliq Plus Semarang. Management Studies and Entrepreneurship Journal, 4(5).
Nurdin, I., & Hartati, S. (2019). Metodologi penelitian sosial. Media Sahabat Cendekia.
Nurhayani, & Sunaryo, D. (2022). Strategi pemasaran kontemporer. Qiara Media.
Nursarah, W., Fitriadi, B. W., & Pauzy, D. M. (2022). The influence of price perception, taste, and location on customer satisfaction (Survey on customers of Café Shelter Wisata Galunggung). Journal of Indonesian Management, 2(3). https://doi.org/10.53697/jim.v2i3.926
Panjaitan, J. E., & Yuliati, A. L. (2016). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada JNE Cabang Bandung. DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), 265–289.
Pranitasari, D., & Sidqi, A. N. (2021). Analisis kepuasan pelanggan elektronik Shopee menggunakan metode e-service quality dan kartesius. Jurnal Akuntansi dan Manajemen, 18(2), 12–31.
Pratiwi, N. D., Dimyati, M., & Supeni, N. (2024). Pengaruh kualitas produk, kualitas pelayanan, harga dan lokasi terhadap kepuasan konsumen Rumah Makan Ayam Gephok Pak Giek Jember. Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 2(1), 272–284.
Putri, W. T. K., & Surianto, M. A. (2024). Pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pasien pada Rumah Sakit XY. Jurnal EMT KITA, 8(2), 811–821. https://doi.org/10.35870/emt.v8i2.2383
Sevilla, C. G., Ochave, J. A., Punsalan, T. G., Regala, B. P., & Uriarte, G. G. (1993). Research methods. Rex Printing Company.
Siahaan, R. F. B., Anggraini, D., Chandra, W., & Hutabarat, F. A. M. (2022). Pengaruh social media marketing terhadap purchase intention di Teko Healthy Resto Medan. SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora, 1(2), 167–175.
Silmi, N., Kurniawan, B., & Subhan, M. (2024). Perencanaan dalam ilmu pengantar manajemen. Journal of Student Research, 2(1), 106–120. https://doi.org/10.55606/jsr.v2i1.1899
Sugiyono. (2020). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Supriyanto, H. D., Herlambang, T., & Hermawan, H. (2025). Pengaruh kompetensi sumber daya manusia dan gaya kepemimpinan transformasional terhadap kualitas pelayanan dengan motivasi sebagai variabel pemediasi. Jurnal Penelitian IPTEKS, 10(2), 124–135.
Suwardi, S., & Yanti Puspa. (2023). Pengaruh kualitas pelayanan, harga dan lokasi terhadap kepuasan pelanggan PT Mega Central Finance (MCF) Cabang Karawaci Tangerang. NIKAMABI, 2(2), 30–36. https://doi.org/10.31253/ni.v2i2.2581
Tahyudin, I. (2012). Analysis of influence of Internet retail service quality (IRSQ) to consumer online shopping satisfaction at www.kebanaran.com. International Journal of Computer Science and Information Security, 10(12).
Tarjo. (2019). Metode penelitian sistem 3× baca (1st ed.). Deepublish.
Timamah, I., Sa’diyah, H., Munawarah, F., & Jannah, F. (2025). Peran penting populasi dan sampel dalam penelitian pendidikan. Demagogi: Journal of Social Sciences, Economics and Education, 3(1), 55–66.
Tjiptono, F. (2019). Strategi pemasaran. Andi.
Wachdijono, W., & Jaeroni, A. (2021). Pemasaran kopi pada era ke tiga di Kabupaten Kuningan. Mimbar Agribisnis, 7(2), 1295–1308.
Wicaksono, E. K. A., & Nugraheni, K. S. (2024). Pengaruh kualitas pelayanan dan kualitas produk terhadap kepuasan pelanggan di Elmo Gelato. Jurnal Ilmiah Edunomika, 8(3). https://doi.org/10.29040/jie.v8i3.14717
Yunianto, C. C. R., & Aswan, M. K. (2023). The influence of service quality, facilities, and location on customer satisfaction at Pushup Coffee Semarang. International Conference on Digital Advanced Tourism Management and Technology, 1(2), 548–554.