The effect of service quality towards customer satisfaction at Wisma Benteng Restaurant Medan

Christopher, Christopher (2020) The effect of service quality towards customer satisfaction at Wisma Benteng Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Wisma Benteng Restaurant Medan. Where based on the survey, a decrease happened in service quality which can be seen from the level of respondents that have an impact on the overall customer satisfaction. The design of this research is descriptive quantitative, where researcher presents data in numerical and descriptive form. Descriptive approach according to Sugiyono (2018, p. 35), descriptive research method a problem statement regarding the question of the existence of an independent variable, whether only on one or more variables. The purpose of this quantitative research is to determine whether the service quality at Wisma Benteng Restaurant Medan do have effect towards Customer Satisfaction that visits Wisma Benteng Restaurant Medan. To get the data needed for this study, the sampling convenience method is being carried out and the questionnaire uses a five-option Likert scale spread to Wisma Benteng Restaurant customers. After collecting data, using descriptive research design, the method used is descriptive analysis, validity test, reliability test, test coefficient of determination (40,6%). The results of the t-test tcount 13.990 ttable 1.984 and a significant value of 0.000<0.05, means that the consistency of service quality has an effect on customer satisfaction at Wisma Benteng Restaurant Medan. According to the tests conducted in the study, it was revealed that the consistency of service quality had an effect towards customer satisfaction in Wisma Benteng Restaurant Medan. / Penelitian ini dilakukan di Wisma Benteng Restoran Medan. Dimana berdasarkan survey bahwa ada penurunan kualitas jasa yang dapat dilihat dari hasil jawaban respondent yang berdampak pada penurunan kepuasan pelanggan. Desain penelitian ini adalah penelitian korelasional atau deskriptif kuantitatif, dimana dapat diartikan bahwa suatu rumusan masalah yang berkenaan dengan pertanyaan terhadap keberadaan variable mandiri, baik hanya pada satu variable atau lebih. Tujuan dari penelitian kuantitatif ini adalah untuk menentukan apakah kualitas jasa pada restoran Wisma Benteng berpengaruh terhadap kepuasan pelanggan di Restoran Wisma Benteng, Medan. Untuk mendapatkan data yang dibutuhkan untuk penelitian ini, metode kenyamanan pengambilan sampel sedang dilakukan dan kuesioner menggunakan penyebaran skala likert lima pilihan kepada pelanggan Restoran Wisma Benteng, Medan. Setelah mengumpulkan data, menggunakan desain penelitian deskriptif, metode yang digunakan adalah analisis deskriptif, uji validitas, uji reliabilitas, uji koefisien korelasi (skor 0,642), uji koefisien determinasi (40,6%). Hasil uji-t thitung 13,990 ttabel 1,984 dan nilai signifikan 0,000 <0,05, berarti bahwa konsistensi kualitasa jasa berpengaruh terhadap kepuasan konsumen di Restoran Wisma Benteng Medan. Menurut tes yang dilakukan dalam penelitian ini, terungkap bahwa kualitas jasa memiliki efek terhadap kepuasan pelanggan di Restoran Wisma Benteng Medan.

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