THE FACTORS THAT INFLUENCE CUSTOMER SATISFACTION AT POME COFFEE HOUSE FINAL PROJECT By Viky Pahlevi 19020017 Undergraduate Program School of Business and Management Institut Teknologi Bandung i THE FACTORS THAT INFLUENCE CUSTOME R SATISFACTION AT POME COFFEE HOUSE Viky Pahlevi 19020017 Supervisor: Amilia Wulansari, S.Si., M.Si. Undergraduate Program School of Business and Management Institut Teknologi Bandung ABSTRACT The cafe concept plays an important role in building and running a business. This study focuses on factors that influence customer satisfaction at POME Coffee House. The purpose of this study is to analyze the factors that influence customer satisfaction at POME Coffee House. The sampling method used in this study is simple random sampling. The quantitative method is used to validate variables from previous studies and answer research question. Data have been collected through a series of questionnaires answered by 213 respondents who are POME Coffee House customers. Data quality test, assumption test, and hypothesis test were used to analyze the relationship between the variables. Three hypotheses are tested, and three hypotheses are successfully accepted. Food and Beverages Quality has a positive effect on Customer Satisfaction when customers try to taste food and beverages at POME Coffee House. Service Quality has a positive effect on Customer Satisfaction when the staff tries to serve POME Coffee House customers politely and friendly. Cafe Ambience has a positive effect on Customer Satisfaction when customers try to feel the good ambience at POME Coffee House. The results show that all variables have a relationship with customer satisfaction. Keywords: Food and Beverages Quality; Service Quality; Cafe Ambience; Customer Satisfaction ii FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DI POME COFFEE HOUSE Viky Pahlevi 19020017 Dosen Pembimbing: Amilia Wulansari, S.Si., M.Si. Program Sarjana Sekolah Bisnis dan Manajemen Institut Teknologi Bandung ABSTRAKSI Konsep kafe memegang peranan penting dalam membangun dan menjalankan suatu bisnis. Penelitian ini berfokus pada faktor-faktor yang mempengaruhi kepuasan pelanggan di POME Coffee House. Tujuan dari penelitian ini adalah untuk menganalisis faktor-faktor yang mempengaruhi kepuasan pelanggan di POME Coffee House. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah simple random sampling. Metode kuantitatif digunakan untuk memvalidasi variabel-variabel dari penelitian sebelumnya dan menjawab pertanyaan penelitian. Data dikumpulkan melalui serangkaian kuesioner yang dijawab oleh 213 responden yang merupakan pelanggan POME Coffee House.