The impact of service quality towards customer satisfaction at Lekker Urban Food House Putri Hijau branch Medan

Valencia, Valencia (2019) The impact of service quality towards customer satisfaction at Lekker Urban Food House Putri Hijau branch Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The development of an increasingly advanced era has an impact on business, especially in the culinary field. So that makes the restaurant business has good prospects in urban areas, especially in the city of Medan. One restaurant that is currently experiencing fluctuations visit, namely Lekker Urban Food House Restaurant located in Putri Hijau Driving Range, West Medan City. The research is conducted at Lekker Food House Medan, was conducted to examine the effect of service quality on customer satisfaction. Quality of service is an important factor and root that is capable provide satisfaction for its customers related to the results of behavior by word of mouth such as complaints, recommendations and exchanges or transfers customer satisfaction is part of marketing and play an important role in the market. The method used by the writer in this research is descriptive method and correlational method. The type of research used is quantitative research. Data analysis method used in the research are descriptive statistic, coefficient of correlation, coefficient of determination, linear regression analysis and hypothesis testing using Z test. The result of coefficient of determination (R2) is 0.364. It means that the 36,4% of customer satisfaction is influenced by service quality and the remaining 63,6% is influenced by other variables outside this research. The result of hypothesis z-test indicate that Zcount value obtained is 6.589 that will be compared with Ztable in amount og 1.96. Zcount (6.589) is higher than the value of Ztable (1.96). Therefore, hypothesis alternative (Ha) is accepted that Service Quality has significant influence Customer Satisfaction at Lekker Urban Food House. Lekker Urban Food House should pay attention towards the influence of service quality such as employees have the ability to process food and beverage menus that are served, always maintain the cleanliness and freshness of food and drinks, complementary facilities(chairs, table, sink, etc.) clean and in good condition etc.

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