Pengaruh Dimensi Servicescape dan Responsiveness Terhadap Kepuasan Konsumen (Studi pada Konsumen Cleon Coffee and Eatery di Kebumen)

This study aims to test and analyze the effect of servicescape dimensions and responsiveness on customer satisfaction (Study on consumers of Cleon Coffee and Eatery in Kebumen). This study took a sample of 129 respondents at Cleon Coffee and Eatery consumers. The sampling method used in nonprobalility sampling technique with incidental sampling method, which is a sampling technique based on chance. This study uses descriptive and statistical analysis methods carried out validity tests, reliability tests classical assumption tests, hypothesis tests, determination coefficients, and multiple linear regression analysis. The result obtained in this study indicate that individually the variables of ambient conditions; spatial layout and functionality; signs, symbols, and artifacts; and responsiveness have a significant effects on customer satisfaction. The results of the simultaneous test of the ambient conditions; spatial layout and functionality; signs, symbols, and artifacts; and responsiveness have a significant effeect together on customer satisfaction.