The influence of service quality towards customer satisfaction at Pilastro Café Sudirman Medan

Rowendi, Rowendi (2020) The influence of service quality towards customer satisfaction at Pilastro Café Sudirman Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research aims is to know if service quality has an influence towards customer satisfaction at Pilastro Cafe Medan. The indicators of service quality are: Tangible, Reliability, Responsiveness, Assurance and Empathy. While the indicators of customer satisfaction are: Loyalty, Complaints, Result and Participation. This study was conducted by using causal quantitative method. With shared questionnaires via Google forms, number of pre-test samples is 30 samples and the real sample is 100 samples. Data used in this research is primary data and data analysis methods used in this research are validity test, reliability test, descriptive test, classical assumption test, determination test, simple regression equation and hypothesis test. Based on the data analysis, it proves that service quality has an influence towards customer satisfaction. The value of R square is 60.2%, which means 60.2% of customer satisfaction is influenced by service quality. The t test of hypothesis test value is greater than t table value: 5.4055 > 1.9845 and the significant value of 0.00 < 0.05. Which mean Ha is accepted and Ho is rejected, namely service quality has influence towards customer satisfaction at Pilastro Café Medan. There are some recommendations: Pilastro café Medan should pay attention and always control the situation in the field. Pilastro can also do a daily briefing to remind every employee about the problem. Pilastro Café Medan needs more staff in the kitchen area and service area, so the food can deliver to the customer on time. They need to provide training to employees to improve their abilities to serve customers. / Objek penelitian dalam penelitian ini adalah untuk mengetahui apakah kualitas layanan memiliki pengaruh terhadap kepuasan pelanggan di Pilastro Cafe Medan melalui kedua variabel tersebut. Indikator kualitas layanan adalah: Tangible, Reliability, Responsiveness, Assurance dan Empathy. Sedangkan indikator variabel dependen adalah: Loyalitas, Keluhan, Hasil dan Partisipasi. Penelitian ini dilakukan dengan menggunakan metode kausal kuantitatif. Dengan berbagi kuesioner melalui formulir Google, jumlah sampel pra-tes adalah 30 sampel dan sampel sebenarnya adalah 100 sampel. Data yang digunakan dalam penelitian ini adalah data primer dan metode analisis data yang digunakan dalam penelitian ini adalah uji validitas, uji reliabilitas, uji deskriptif, uji asumsi klasik, uji determinasi, persamaan regresi sederhana, dan uji hipotesis. Berdasarkan analisis data, terbukti bahwa kualitas layanan memiliki pengaruh terhadap kepuasan pelanggan. Nilai Rsquare adalah 60,2%, yang berarti 60,2% kepuasan pelanggan dipengaruhi oleh kualitas layanan. Uji t nilai uji hipotesis lebih besar dari nilai t tabel 5,4055> 1,9845 dan nilai signifikan 0,00 <0,05. Yang berarti Ha diterima dan Ho ditolak, yaitu kualitas layanan memiliki pengaruh terhadap kepuasan pelanggan di Pilastro Café Medan. Ada beberapa rekomendasi: Pilastro café Medan harus memperhatikan dan selalu mengendalikan situasi di lapangan. Pilastro juga dapat melakukan pengarahan harian untuk mengingatkan setiap karyawan tentang masalahnya, Pilastro Café Medan membutuhkan lebih banyak staf di area dapur dan di area layanan. Sehingga makanan dapat dikirimkan ke pelanggan tepat waktu dan memberikan pelatihan kepada karyawan untuk meningkatkan kemampuan mereka melayani pelanggan.

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