The influence of food quality towards customer satisfaction at Lembur Kuring Medan

Sutanto, Vallencia (2021) The influence of food quality towards customer satisfaction at Lembur Kuring Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research was conducted at Lembur Kuring Medan. Based on the bad reviews posted on some platforms such as google reviews about Lembur Kuring Medan, there were some dissatisfied customers who complained about the food they ordered was not in a good quality. The purpose of this research is to find out whether food quality has influence towards customer satisfaction at Lembur Kuring Medan. Food is one of the main products that is offered by restaurant. Food quality is the characteristics of food, which includes the appearance, texture and flavor that can be accepted or in accordance with the consumer’s expectation. On the other hand, customer satisfaction is the customer’s feeling of either satisfied or dissatisfied that is caused by comparing the result of what they got and their expectations. This research used quantitative research design. The data for this research were collected by distributing questionnaires related with food quality and customer satisfaction. The sample of this research is 72 customers of Lembur Kuring Medan that were obtained with convenience sampling technique. The result of coefficient determination test showed that R Square value is 0.653, it can be concluded that food quality variable has influence 65.3% towards customer satisfaction variable. The result of T-test also showed that Ha is accepted, meaning that food quality has influence towards customer satisfaction at Lembur Kuring Medan. The conclusion of this research is that food quality has influence towards customer satisfaction at Lembur Kuring Medan. Therefore, it is recommended for the restaurant to always maintain food quality especially in the freshness factor so that it will gain more customer satisfaction./ Penelitian ini dilakukan di Lembur Kuring Medan. Berdasarkan penilaian yang diunggah di beberapa platform seperti di Google reviews tentang Lembur Kuring Medan, terdapat beberapa pelanggan yang tidak puas dan mengeluh tentang makanan yang mereka pesan tidak berkualitas baik. Tujuan dari penelitian ini adalah untuk mengetahui apakah kualitas makanan berpengaruh terhadap kepuasan pelanggan di Lembur Kuring Medan. Makanan adalah salah satu produk utama yang ditawarkan oleh restoran. Kualitas makanan ialah karakteristik makanan yang meliputi tampilan, tekstur, dan rasa yang dapat diterima dan sesuai dengan harapan konsumen. Sedangkan, kepuasan pelanggan adalah perasaan puas atau tidak puas pelanggan yang timbul melalui perbandingan antara hasil yang didapatkan dengan ekspektasi yang diharapkan. Penelitian ini menggunakan desain penelitian kuantitatif. Pengumpulan data dilakukan dengan menyebarkan kuesioner yang berkaitan dengan kualitas makanan dan kepuasan pelanggan. Ukuran sampel dalam penelitian ini berjumlah 72 pelanggan Lembur Kuring Medan yang diperoleh dengan teknik convenience sampling. Hasil uji koefisien determinasi menunjukkan bahwa nilai R Square sebesar 0,653 sehingga dapat disimpulkan bahwa variable kualitas makanan memiliki pengaruh 65,3% terhadap variable kepuasan pelanggan. Hasil uji-t juga menunjukkan bahwa Ha diterima, artinya kualitas makanan berpengaruh terhadap kepuasan konsumen di Lembur Kuring Medan. Melalui penelitian ini, dapat disimpulkan bahwa kualitas makanan berpengaruh terhadap kepuasan konsumen di Lembur Kuring Medan. Dengan demikian, maka disarankan kepada pihak restoran Lembur Kuring Medan untuk selalu menjaga kualitas makanan, terutama pada faktor kesegaran makanan agar dapat terus meningkatkan kepuasan pelanggan.

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