@thesis{thesis,
		author={Habib  Tengku Fadillah},
		title ={Pengaruh Kualitas Layanan dan Servicescape terhadap Kepuasan Pelanggan Starbucks Sun Plaza pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Sumatera Utara},
		year={2018},
		url={},
		abstract={In an effort to maintain its customers Strabucks provide the best Service Quality
and Servicescape for their Customer Satisfaction. However, it still found a customer
complaint on the discontent both in terms of Service Quality and Servicescape. The
difference between customer expectation of Starbucks services leads to a gap
between customer expectations and reality received. The purpose of this research
was to determine and analyze the influence of Tangibles, Reliability
Responsiveness, Assurance, Empathy, Ambient condition, Spatial layout and
functionality dan Sign, symbol and artifact on Starbucks? Sun Plaza Customer
Satisfaction on Students of Faculty of Economics and Business University of North
Sumatra and to know and analyze the most dominant factors to influence Customer
Satisfaction. The research was conducted on college students Faculty of Economics
and Business University of North Sumatera. The population in this research were
the active student in the Faculty of Economics and Business University of North
Sumatera in 2014 until 2017 academic year who had bought product and visited
Starbucks Sun Plaza. Data analyzing method is by using descriptive analysis
method and multiple linear regression. This research is study associative and this
research is using primary and secondary data which was obtained by documentation
study and questionnaire whose measurement is using likert differential scale. Data
was processed statistically by using SPSS for windows, namely T-test, F-test and
identification of the determinant (R2). As the result of this research, based on
simultaneous test, it this proved that the factor of Tangibles, Assurance, Empathy,
Ambient condition, Spatial layout and functionality dan Sign, symbol and artifact
have a positive and significant influence on Starbucks? Sun Plaza Customer
Satisfaction on Students of Faculty of Economics and Business University of North
Sumatra. While, Reliability Responsiveness each have a not significant and positive
effects on Customer Satisfaction}
		}