The impact of service quality towards customers satisfaction at Ayam Goreng Kalasan Medan

Tamara, Cindy (2019) The impact of service quality towards customers satisfaction at Ayam Goreng Kalasan Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The development of lifestyle and social demand for culinary services is becoming complex, creating more fierce competition and limited space for the marketing of its peers, with a growing number of restaurants that appear, causing consumers have many alternatives and more selective in their choices. Today, in business environment, to satisfy customer becomes the biggest concern. Customer satisfaction is a term that describes the level of satisfaction experienced by customers when consuming or using products / services issued by a company The methods used by the writer in this research quantitative method. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, correlation test, coefficient of determination, analysis of linear regression equation, and Z-test. Based on the data analysis, the coefficient of linear regression is 0.332 (positive) which is service quality (X) has positive impact towards customer satisfaction (Y). The result of hypothesis test by using Z-Test is 4.86. It means that hypothesis alternative is accepted because Zcount (4.86) > Ztable (1.96). Therefore, service quality has impact on customer satisfaction at Ayam Goreng Kalasan Medan. Though the service quality at Ayam Goreng Kalasan Medan is above average, they are suggested to always give the best service quality to their customers. For the other researchers, it is suggested to develop this research by adding more variables, such as: price, promotion, location, marketing, and customers loyalty

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Tamara, CindyNIM1501020199s00000015891@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorRifin, KhongNIDN0103037603rifin.khong@lecturer.uph.edu
Uncontrolled Keywords: service quality; customer satisfaction; Ayam Goreng Kalasan Medan
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: yousi saragih
Date Deposited: 22 Jun 2021 09:43
Last Modified: 14 Jan 2022 08:57
URI: http://repository.uph.edu/id/eprint/36542

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