The influence of service quality towards customer satisfaction at sosmed café in Medan

Halim, Venezia (2020) The influence of service quality towards customer satisfaction at sosmed café in Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Customer satisfaction has become the most significant aspect in food and beverage business, because satisfied customers directly will impact on the profits of business. The purpose of the research is to analyze the influence of service quality towards customer satisfaction at Sosmed Café Medan. Service quality is the performance one person offers to others. This performance will be within the kind of intangible actions and doesn't have an effect on the possession of any goods and to anyone. Meanwhile, customer satisfaction may be a feeling of enjoyment or disappointment somebody who seems when scrutiny the performance (results) of product thought with the expected performance (expectations). This research applied quantitative research design. The target population of Sosmed Cafe Medan is 83 people that also become the sample of the test through convenince sampling. Questionnaires were used to collect information regarding service quality and customer satisfaction at Sosmed Cafe Medan. The result of coefficient of determination is 0.495% which means service quality variable has influenced 49.5% to the customer satisfaction. Linear analysis result is Y=3.885 + 0.830X.The result of hypothesis Z-Test shown that Ha is accepted means that there is an influence of service quality towards customer satisfaction at Sosmed Café Medan.Based on the finding, the company is recommended to do improvement in terms of time management in serving food and beverages and also the number of staff available to serve the customers. Besides, the café also need to give additional benefit to customer in order to attract customers./ Kepuasan pelanggan telah menjadi aspek yang paling signifikan di bisnis makanan dan minuman karena pelanggan yang puas secara langsung akan mempengaruhi keuntungan dari sebuah usaha. Tujuan dari penelitian ini adalah untuk menganalisa bagaimana pengaruh kualitas jasa terhadap kepuasan pelanggan di Sosmed Café Medan. Kualitas jasa adalah kinerja dari yang diberikan oleh seseorang kepada yang lain. Kinerja ini akan menjadi jenis tindakan tidak berwujud dan tidak mempunyai dampak pada kepemilikan barang dan kepada siapapun. Sementara itu, kepuasan pelanggan adalah perasaan bahagia atau kecewa seseorang yang timbul ketika meneliti kinerja produk dengan ekspektasi kinerja yang diharapankan. Penelitian ini menggunakan desain penelitian kuantitiatif. Target populasi dari Sosmed Cafe Medan adalah 83 orang yang juga menjadi sampel tes melalui convenince sampling. Kuesioner digunakan untuk mengumpulkan informasi mengenai kualitas jasa dan kepuasan pelanggan dari Sosmed Cafe Medan. Hasil dari koefisien uji determinasi adalah 0.495% yang berarti variable kualitas jasa memiliki pengaruh 49.5% terhadap kepuasan pelanggan. Hasil analisis linier adalah Y=3.885 + 0.830X. Hasil hipotesis Z-Test menunjukkan bahwa Ha diterima artinya ada pengaruh kualitas jasa terhadap kepuasan pelanggan di Sosmed Café Medan. Berdasarkan hasil temuan, perusahaan disarakan untuk melakukan peningkatan dalam hal manajemen waktu untuk menyajikan makanan dan minuman serta jumlah pegawai yang tersedia untuk melayani pelanggan. Selain itu, café juga perlu mmeberikan keuntungan tambahan kepada pelanggan sebagai upaya menarik pelanggan.

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