The effect of service quality towards customer satisfaction at Sushi Tei Teuku Daud Medan

Chiren, Jenifer (2021) The effect of service quality towards customer satisfaction at Sushi Tei Teuku Daud Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Sushi Tei Teuku Daud Medan where, based on the survey from the respondents, there was a decrease in the service quality which impacted on the overall customer satisfaction. According to Safi & Alagha (2020), customer satisfaction depends on the customers’ judgment and perception with the perception affecting the judgment for both the delivered services and the expected quality of the services This research is a descriptive quantitative research where the data are presented in numerical and descriptive data. The data of this research are obtained by conducting the probability sampling using the convenience sampling method. The data collected were then tested using descriptive research design. The methods used to analyze the data are descriptive analysis, validity test, reliability test, normality test, linearity test, heteroscedasticity test, coefficient of determination test, linear regression analysis and t-test. The result for the linear regression test is Y = 4.949 + 0.460 X, the coefficient of determination is 0.539 showing that 53.9% of service quality has influence on customer satisfaction. The result for the t count tested using the t-test is 12.366 and the significance value is 0.000 which shows that H1 is accepted and service quality does have a significance influence on customer satisfaction. Therefore, service quality is accepted to have an influence on customer satisfaction with some recommendations made for the restaurant to improve their service./ Penelitian ini dilakukan di Sushi Tei Teuku Daud Medan dimana, berdasarkan survei dari responden, bahwa ada penurunan kualitas jasa yang berpengaruh pada penurunan kepuasan pelanggan. Menurut Safi & Alagha (2020), kepuasan pelanggan bergantung kepada penilaian dan persepsi pelanggan dengan persepsi mempengaruhi penilaian untuk layanan yang diberikan dan kualitas layanan yang diharapkan. Penelitian ini merupakan penelitian deskriptif kuantitatif dimana data disajikan dalam bentuk numerik dan deskriptif. Data penelitian diperoleh dengan melakukan probability sampling dengan menggunakan metode convenience sampling. Data yang terkumpul kemudian diuji dengan menggunakan desain penelitian deskriptif. Metode yang digunakan untuk menganalisis data adalah analisis deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, uji koefisien determinasi, analisis regresi linier dan uji-t. Hasil uji regresi linier adalah Y = 4,949 + 0,460 X, koefisien determinasi adalah 0,539 yang berarti 53,9% kualitas pelayanan mempengaruhi kepuasan konsumen. Hasil uji-t yand diperoleh dari uji-t adalah 12,366, dan nilai signifikansi adalah 0,000. Ini berarti bahwa H1 diterima dan kualitas pelayanan memiliki pengaruh yang signifikan terhadap kepuasan konsumen. Berdasarkan temuan dalam penelitian ini, kualitas pelayanan memang berpengaruh terhadap kepuasan konsumen di Sushi Tei Teuku Daud Medan dan rekomendasi dibuat untuk meningkatkan dan menjaga kualitas pelayanan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Chiren, JeniferNIM03013170069jeniferchiren96@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorDalimunthe, Femmy IndrianyNIDN3817047501femmydalimunthe@gmail.com
Uncontrolled Keywords: service quality; customer satisfaction; Sushi Tei Teuku Daud Medan
Subjects: 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: Jenifer Chiren
Date Deposited: 05 Aug 2021 03:04
Last Modified: 18 Jan 2022 03:01
URI: http://repository.uph.edu/id/eprint/41122

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