PENGARUH WAKTU TUNGGU DAN KECEPATAN PELAYANAN TERHADAP KEPUASAN PELANGGAN MIE GACOAN PANCING MEDAN

Abstrak

This research was conducted to examine how waiting time and service speed influence customer satisfaction at Mie Gacoan Pancing Medan, assessed individually as well as jointly. A quantitative design with an associative approach was applied, and primary data were gathered by distributing questionnaires measured on a five-point Likert scale. Using purposive sampling, 100 respondents were selected from customers who had bought products and received service at Mie Gacoan Pancing Medan. All questionnaire items passed the validity test, and the Cronbach's Alpha values confirmed that every instrument was reliable. The data were analyzed through multiple linear regression in SPSS. The findings reveal that (1) waiting time exerts a positive and significant influence on customer satisfaction with a coefficient of 0.284; (2) service speed likewise has a positive and significant influence, with a coefficient of 0.523; and (3) both variables together significantly affect customer satisfaction, with an R Square of 0.718.