PENGARUH KINERJA KARYAWAN TERHADAP KEPUASAN PELANGGAN PADA USAHA GREEN SMOOTHIE FACTORY DI PEKANBARU
Keywords:
kinerja karyawan, kepuasan pelanggan, green smootie, pekanbaruAbstract
This study aims to analyze the influence of employee performance on customer satisfaction at the Green Smoothie business in Pekanbaru. Employee performance was measured through service speed, order accuracy, friendliness, product knowledge, and maintaining outlet cleanliness. Customer satisfaction was measured by the consistency between service expectations and reality, willingness to return, and willingness to recommend Green Smoothie to others. The study used a quantitative approach, collecting data through questionnaires from customers who had visited Green Smoothie in Pekanbaru. Data were then analyzed using simple linear regression. The results showed that employee performance had a positive and significant impact on customer satisfaction. The better the employee's service performance, the more satisfied customers were with Green Smoothie in Pekanbaru and the more likely they were to return and recommend the business. Therefore, improving employee performance is an important strategy for strengthening customer satisfaction and loyalty at Green Smoothie in Pekanbaru
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Copyright (c) 2026 Dita Tri Saputri, Fahra Nurjanah, Raka Abdillah, Annisa Ayu Pratiwi, Samuel Aritonang (Author)
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