The influence of service quality towards customer satisfaction at Warung Wakaka Medan

Laurensia, Diana (2020) The influence of service quality towards customer satisfaction at Warung Wakaka Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Warung Wakaka Medan. In this study, testing and analyzing and know the influence of service quality towards customer satisfaction at Warung Wakaka Medan. The theory used in this study relates to the theory of hospitality, service quality and consumer satisfaction. In this study, the method used by the author is a quantitative analysis method. The types of data used in this study are primary data and secondary data. Data was collected through interviews and questionnaires distributed to customers. The total population is 250 customer and the sample in the study amounted to 71 customers. The scale used to measure variables is the Likert scale. The results of the partial test can be explained that t count (7,476) > t table (1,995) and a significant value of 0.000 < 0.05, then Ha is accepted and Ho is rejected, namely: Service quality do influence towards customer satisfaction at Warung Wakaka Medan. The Determination Coefficient Test results obtained R square value of 0.447, this means 44,7% of the dependent variable Customer Satisfaction (Y) which can be explained by the independent variable Service Quality (X) while the remaining 55,3% is explained by other variables which was not used in this study. The results of this research Service quality do influence towards customer satisfaction at Warung Wakaka Medan. / Penelitian ini dilakukan di Warung Wakaka Medan. Dalam penelitian ini, menguji dan menganalisis serta mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan di Warung Wakaka Medan. Teori yang digunakan dalam penelitian ini berkaitan dengan teori keramahan, kualitas layanan dan kepuasan konsumen. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Jenis data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Data dikumpulkan melalui wawancara dan kuesioner yang dibagikan kepada pelanggan. Total populasi adalah 250 pelanggan dan sampel dalam penelitian ini berjumlah 71 pelanggan. Skala yang digunakan untuk mengukur variabel adalah skala Likert. Hasil uji parsial dapat dijelaskan bahwa t hitung (7,476) > t tabel (1,995) dan nilai signifikan 0,000 <0,05, maka Ha diterima dan Ho ditolak, yaitu: Kualitas layanan berpengaruh terhadap kepuasan pelanggan di Warung Wakaka Medan. Hasil Uji Koefisien Determinasi diperoleh nilai R square sebesar 0,447, ini berarti 44,7% dari variabel dependen Kepuasan Pelanggan (Y) yang dapat dijelaskan oleh variabel independen Kualitas Layanan (X) sedangkan sisanya 55,3% dijelaskan oleh variabel lain yang tidak digunakan dalam penelitian ini. Hasil penelitian ini Kualitas Pelayanan berpengaruh terhadap kepuasan pelanggan di Warung Wakaka Medan.

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