The influence of service quality towards customer purchasing decision : SUSHI TEI LIPPO PLAZA MEDAN

Vinnalia, Vinnalia (2018) The influence of service quality towards customer purchasing decision : SUSHI TEI LIPPO PLAZA MEDAN. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Throughout the years, food industry has been expanded so wide that customers now are enjoying different kinds of food from various parts of world, including Japan. Many restaurants are competing to serve Japanese foods, especially in Medan. Sushi Tei Lippo Plaza Medan, established in 2013, is the franchise of Sushi Tei Group and has been serving for five years, prioritizing service and food quality. Despite many competitors seem to exist, Sushi Tei Lippo Plaza Medan never once loses their customers. The purpose of this research is to identify the importance of service quality and how it may affect the customer purchase decision at Sushi Tei Lippo Plaza Medan, a famous sushi restaurant in Medan, which is the franchise of Sushi Tei. The research was conducted by using interview and questionnaires to be analyzed using quantitative approach. From the interview results, it can be concluded that Sushi Tei Lippo Plaza Medan implemented specialized training and other extrinsic motivators, such as employee gathering and performance appraisal to increase their sensitivity on how important and crucial service quality is. The analysis used simple regression to show if there was any influence of independent variable towards dependent variable which resulted in a positive influence of motivation towards employees’ performance.

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