The influence of service quality on customer loyalty at Sensuri Coffee Centre Point Mall Medan

Rita, Rita (2020) The influence of service quality on customer loyalty at Sensuri Coffee Centre Point Mall Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In the hospitality industry, service expectations and relationships are more dominant in determining loyalty of customer impression. With a good service, customers will feel satisfied and return to visit. Improved service is something that must be given to maintain customer loyalty for the long-term business. Therefore, the business nowadays can be concluded as a kind of hospitality business-oriented including Sensuri Coffee Centre Point Mall Medan that provides products and services in the coffee industry. This research aims to determine the influence between service quality and customer loyalty at Sensuri Coffee Centre Point Mall Medan. The writer used descriptive research and causal research. The data was collected through online questionnaires that were distributed by Google Form with the total of sample sizes is 83 customers by using Slovin formula. Based on the research result of the correlation test, service quality and have a strong correlation towards customer loyalty. It can be seen from the result of 0.641. The determination test also shows that the coefficient of determination value is 0.411 which are 41.1%. T-test result confirms that all alternative hypothesis are accepted. It can be seen from the tcount is higher than ttable. Which is the ttable is 1.989 and the tcount is 7.516. The conclusion of this research demonstrates that service quality has a positive and significant influence on customer loyalty at Sensuri Coffee Centre Point Mall Medan./ Dalam industri perhotelan diketahui bahwa ekspesktasi pelayanan dan hubungan berpengaruh dalam menentukan loyalitas terhadap kesan pelanggan. Dengan pelayanan yang baik, pelanggan akan merasa puas dan kembali berkunjung. Peningkatan pada layanan adalah sesuatu yang harus diterapkan untuk mempertahankan loyalitas pelanggan dalam bisnis jangka panjang. Oleh karena itu, bisnis pada saat ini dapat disimpulkan sebagai semacam bisnis yang berorientasi keramahtamahan. Salah satunya adalah Sensuri Coffee Centre Point Mall Medan yang bergerak di dalam bidang penyediaan produk dan jasa di industri perkopian. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas layanan dalam loyalitas pelanggan di Sensuri Coffee Centre Point Mall Medan. Jenis penelitian digunakan adalah penelitian deskriptif dan penelitian kasual. Pengumpulan data dalam bentuk kuesioner yang disebar secara online melalui Google Form. Objek penelitian ini adalah Sensuri Coffee Centre Point Mall Medan dengan pelanggan yang berjumlah 83 orang sebagai total sampel yang didapatkan dengan menggunakan metode formula Slovin. Berdasarkan hasil penelitian uji korelasi berganda, kualitas layanan memiliki korelasi kuat terhadap loyalitas pelanggan adalah sebesar 0.641. Uji determinasi juga meenunjukkan bahwa nilai koefisien determinasi adalah 0.411 yaitu sebesar 41.1%. Hasil uji-t menegaskan bahwa semua hipotesis alternatif tersebut diterima. Bisa dilihat dari thitung lebih tinggi dari ttabel yaitu sebesar 7.516 >1.989 Dapat disimpulkan bahwa kualitas layanan memiliki pengaruh positif dan signifikansi terhadap loyalitas pelanggan pada Sensuri Coffee Centre Point Mall Medan.

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