The influence of service quality towards customer satisfaction at 31 Pare House Medan

Patrick, Patrick (2020) The influence of service quality towards customer satisfaction at 31 Pare House Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Service industry play an important roles in today economic alongside with decreased contribution from manufacturing industry towards Gross Domestic Product (GDP) in today economic, according to World Factbook by CIA (Central Intelligence Agency) service industry in 2017 has contributed 63% towards world total GDP. In order to adapt to the changes, the attention toward service quality on restaurant become bigger due to the fact that the basis of doing any business is to make the customer satisfied on the product or service that the company provide. Service quality is the measurement of how good the perceived service contrary to the expected service. Customer satisfaction is a post- purchasing evaluation where selected alternatives at least provide the results (outcomes) equal or exceed the customer expectations. This research objectives is to see the influence of service quality towards customer satisfaction at 31 Pare House Medan and evaluating those two variables. This research was conducted by using quantitative descriptive method. Number of samples used in this research is 50 samples. Data used in this research are primary data. Data analysis methods used in this research are validity test, reliability test, descriptive statistic, normality test, linearity test, heteroscedasticity test, correlation test, determination test, analysis of linear regression equation, and T-test Based on the data analysis, it is proved that service quality influenced customer satisfaction through the determination test, linear regression quotation and the hypothesis test. The value of R2 (Coefficient of Determination) is 0.737, which means 73.7% of customer satisfaction is influenced by service quality, the hypothesis test value is greater than t table value (11.645>0.201) to further prove that service quality influence customer satisfaction / Industri jasa memainkan peran penting dalam perekonomian saat ini bersama dengan penurunan kontribusi dari industri manufaktur terhadap Produk Domestik Bruto (PDB) dalam perekonomian saat ini, menurut World Factbook oleh CIA (Central Intelligence Agency) industri jasa pada 2017 telah memberikan kontribusi 63% terhadap total PDB dunia . Untuk beradaptasi dengan perubahan, perhatian terhadap kualitas pelayanan di restoran menjadi lebih besar karena fakta bahwa dasar melakukan bisnis apa pun adalah untuk membuat pelanggan puas dengan produk atau layanan yang disediakan perusahaan. Kualitas layanan adalah ukuran seberapa baik layanan yang dirasakan bertentangan dengan layanan yang diharapkan. Kepuasan pelanggan adalah evaluasi pasca pembelian di mana alternatif yang dipilih setidaknya memberikan hasil (hasil) sama atau melebihi harapan pelanggan Tujuan penelitian ini adalah untuk melihat pengaruh kualitas layanan terhadap kepuasan pelanggan di 31 Pare House Medan dan mengevaluasi kedua variabel tersebut. Penelitian ini dilakukan dengan menggunakan metode deskriptif kuantitatif. Jumlah sampel yang digunakan dalam penelitian ini adalah 50 sampel. Data yang digunakan dalam penelitian ini adalah data primer. Metode analisis data yang digunakan dalam penelitian ini adalah uji validitas, uji reliabilitas, statistik deskriptif, uji normalitas, uji linieritas, uji heteroskedastisitas, uji korelasi, uji determinasi, analisis persamaan regresi linear, dan uji-T Berdasarkan analisis data, terbukti bahwa kualitas layanan mempengaruhi kepuasan pelanggan melalui uji determinasi, kuotasi regresi linier dan uji hipotesis. Nilai R2 (Koefisien Determinasi) adalah 0,737, yang berarti 73,7% kepuasan pelanggan dipengaruhi oleh kualitas layanan, nilai uji hipotesis lebih besar dari nilai t tabel (11,645> 0,201) untuk selanjutnya membuktikan bahwa kualitas pelayanan mempengaruhi kepuasan pelanggan

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