The influence of employee performance towards customer satisfaction at Soho Capital Medan

Friska, Friska (2020) The influence of employee performance towards customer satisfaction at Soho Capital Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Food and Beverage industry are good businesses to run nowadays. To run a food and beverage business the important thing that the restaurant must pay attention to is employee performance. The customer is the one who evaluating employee performance with appropriate by the service. It can be concluded that customer satisfaction can be measured by employee performance. This study is to measure the influence of employee performance towards customer satisfaction at Soho Capital Medan by using the indicator of employee performance, which are knowledge, abilities, and skills, attitude, quality, and interaction. And the indicators of customer satisfaction which are expectation, interest, and recommendation. In this research, the writer used a quantitative research method and used primary data and secondary data for the types of data. The data was collected by distributing questionnaires to 80 respondents and by an interview with the general affair of Soho Capital Medan and to measure the variable scale, the writer used a Likert scale. All the result of this research is tested using SPSS 25. Based on the result, employee performance has a strong correlation to employee performance with the value of Pearson correlation 0.663. The determination value is at 0.439 in which the employee performance influences customer satisfaction at Soho Capital Medan is 44% and the rest of 59% is influence by other factors that are not discussed in this research. Based on the data analysis and discussion, the result shows that employee performance has a significant influence towards customer satisfaction. / Industri makanan dan minuman adalah bisnis yang bagus untuk dijalankan saat ini. Untuk menjalankan bisnis makanan dan minuman, hal penting yang harus diperhatikan oleh restoran adalah kinerja karyawan. Kinerja karyawan memberi kepuasan pelanggan. Pelanggan adalah orang yang mengevaluasi kinerja karyawan lewat layanan. Dapat disimpulkan bahwa keputusan pelanggan dapat diukur dengan kinerja karyawan. Penelitian ini mengukur pengaruh kinerja karyawan terhadap kepuasan pelanggan di Soho Capital Medan dengan menggunakan indikator kinerja karyawan, yaitu pengetahuan, kemampuan dan keterampilan, sikap, kualitas dan interaksi. Dan untuk indikator kepuasan pelanggan yaitu ekspektasi, minat dan rekomendasi. Dalam penelitian ini, penulis menggunakan metode penelitian kuantitatif dan menggunakan data primer dan data sekunder untuk jenis data. Data dikumpulkan dengan menyebarkan kuesioner kepada 80 responden dan mewawacarai General Affair Manager. Untuk mengukur data variabel, penulis menggunakan skala Likert. Semua hasil penelitian ini diuji menggunakan SPSS 25. Berdasakan hasil, kinerja karyawan memiliki korelasi yang kuat dengan kinerja karyawan dengan nilai korelasi Pearson 0.663. Nilai determinasi sebesar 0.439 di mana kinerja karyawan mempengaruhi kepuasan pelanggan di Soho Capital Medan adalah 44% dan sisanya 59% dipengaruhi oleh faktor-faktor lain yang tidak dibahas dalam penelitian ini. Berdasarkan analisis data dan diskusi, menunjukkan bahwa kinerja karyawan memiliki pengaruh yang signifikan terhadap kepuasan pelanggan.

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