Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Nightlife Attractions Lucy In The Sky SCBD, Jakarta

Abstract

This study aims to examine the influence of service quality on customer satisfaction at Lucy In The Sky SCBD, Jakarta. The research used a quantitative survey method with a purposive sample of 109 respondents. Data were collected through a questionnaire measuring five dimensions of service quality based on Servqual: reliability, responsiveness, assurance, empathy, and tangibles, as well as customer satisfaction levels. The results indicate that all service quality dimensions have a positive effect on customer satisfaction. Fast, friendly, and consistent service, complete facilities, and a comfortable atmosphere were the main factors increasing satisfaction. These findings highlight that effective service quality management can encourage customers to return and recommend the venue to others. In conclusion, service quality has a significant impact on customer satisfaction. Recommendations for Lucy In The Sky SCBD include improving service consistency, enhancing staff responsiveness, updating physical facilities regularly, and providing a personal approach to customers. Future research is suggested to add new variables and different methods to expand understanding of customer satisfaction.

Keywords:  service quality, customer satisfaction, servqual, customer loyalty, customer experience