The influence of service quality towards customer satisfaction at Orchid restaurant Hotel Grand Mercure Medan Angkasa

Tandinata, Christine (2020) The influence of service quality towards customer satisfaction at Orchid restaurant Hotel Grand Mercure Medan Angkasa. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In this study, the author is going to find out the influence of Service Quality Towards Customer Satisfaction at Orchid Restaurant Hotel Grand Mercure Medan Angkasa. 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 type 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 and the sample in the study amounted to 66 customers. The scale used to measure variables is the Likert scale. The results of the partial test can be explained that t count (7,860) > t table (1,998) and a significant value of 0.000 <0.05, then Ha is accepted and Ho is rejected, namely:Service quality does influence customer satisfaction at Orchid Restaurant Hotel Grand Mercure Medan Angkasa. The result of this research is Service quality influences customer satisfaction at Orchid Restaurant Hotel Grand Mercure Medan Angkasa. / Dalam penelitian ini, untuk mengetahui pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan di Hotel Orchid Restaurant Grand Mercure Medan Angkasa. 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 dan sampel dalam penelitian ini berjumlah 66 pelanggan. Skala yang digunakan untuk mengukur variabel adalah skala Likert. Hasil uji parsial dapat dijelaskan bahwa t hitung (7,860)> t tabel (1,998) dan nilai signifikan 0,000 <0,05, maka Ha diterima dan Ho ditolak, yaitu: Kualitas layanan memang mempengaruhi kepuasan pelanggan di Orchid Restaurant Hotel Grand Mercure Medan Angkasa. Hasil penelitian ini Kualitas layanan tidak mempengaruhi kepuasan pelanggan di Orchid Restaurant Hotel Grand Mercure Medan Angkasa.

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