The influence of service training towards employee productivity at Fountain Cafe and Restaurant Sun Plaza Medan

Tjiaman, Honey Mercedes (2021) The influence of service training towards employee productivity at Fountain Cafe and Restaurant Sun Plaza Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The main problem faced by Fountain Café and Restaurant at Sun Plaza, employees still get complaints from customers about the internal services provided during training. Complaints are accepted because employees are often impolite in speaking and are not active in offering menus to customers. Some complaints were due to employees who were less responsive in fulfilling requests from customers. This shows that current training has not been going well in accordance to the expectations and targets of the company. Good training brings benefits including increasing employee knowledge of culture and competitors, helping employees to understand how to work effectively in teams to produce quality services and products, ensuring that corporate culture emphasizes innovation, creativity, learning, and safety guarantee. The research types used by the writer are descriptive research and casual research. Data analysis methods used in this research are descriptive statistic, validity test, reliability test, normality test, linearity test, heteroscedasticity test, coefficient of determination, simple linear regression equation, and t-test. Based on the results of the t test, service training (X) has positive influence on employee productivity (Y). The result of hypothesis test by using T-Test, the value of tcount = 2,642. It means that hypothesis alternative is accepted because tcount (2,642) > ttable (2,119). Therefore, service training has significant influence on employee productivity at Fountain Café Sun Plaza Medan. The conclusion of this research is service training has positive influence towards on employee productivity at Fountain Café and Restaurant Sun Plaza. This research can strengthen the theory about the effect of service training towards employee productivity. Employee productivity can be enhanced by the improvement of service training./Pada masalah utama yang dihadapi Fountain Café dan Restoran Sun Plaza, karyawan masih mendapatkan keluhan dari pelanggan tentang layanan internal yang diberikan selama pelatihan. Pengaduan diterima karena karyawan seringkali kurang sopan dalam berbicara dan tidak aktif menawarkan menu kepada pelanggan. Pada beberapa keluhan yang dialami juga karena karyawan kurang tanggap dalam memenuhi permintaan pelanggan. Hal ini menunjukkan bahwa pelatihan yang ada saat ini belum berjalan dengan baik sesuai dengan harapan dan target perusahaan dalam memberikan pelatihan. Pelatihan yang baik membawa manfaat antara lain: meningkatkan pengetahuan karyawan tentang budaya dan pesaing, membantu karyawan memahami cara bekerja secara efektif dalam tim untuk menghasilkan layanan dan produk yang berkualitas, memastikan bahwa budaya perusahaan menekankan pada inovasi, kreativitas dan pembelajaran, serta menjamin keselamatan. Jenis penelitian yang penulis lakukan adalah penelitian deskriptif dan penelitian kasual. Metode analisis data yang digunakan dalam penelitian ini adalah statistik deskriptif, uji validitas, uji reliabilitas, uji normalitas, uji linieritas, uji heteroskedastisitas, koefisien determinasi, persamaan regresi linier sederhana, dan uji t. Berdasarkan hasil uji t pelatihan pelayanan (X) berpengaruh positif terhadap produktivitas kerja karyawan (Y). Hasil pengujian hipotesis dengan menggunakan Uji-T diperoleh nilai thitung = 2,642. Artinya alternatif hipotesis diterima karena thitung (2,642)> ttabel (2,119). Oleh karena itu, service training berpengaruh signifikan terhadap produktivitas karyawan Fountain Café Sun Plaza Medan. Kesimpulan dari penelitian ini adalah service training berpengaruh positif terhadap produktivitas karyawan pada Fountain Café dan Restaurant Sun Plaza. Penelitian ini dapat memperkuat teori tentang pengaruh pelatihan pelayanan terhadap produktivitas karyawan. Produktivitas karyawan dapat ditingkatkan dengan peningkatan pelatihan layanan.

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