The influence of employee performance towards customer loyalty at Laurence Coffee Medan

Jenny, Jenny (2021) The influence of employee performance towards customer loyalty at Laurence Coffee Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The main problems discussed by the writer at this time regarding the complaints submitted are still quite frequent and this shows that employee performance is still not optimal at work. Employee performance that is still not good will cause complaints and have an impact on the loyalty of consumers who visit Laurence Coffee. The problems complained about were food seasoning, order menu that is mixed with other menus, waiter picked up the eating and drinking utensils prematurely, mistakes in making and delivering menu orders, long waiting times and consistency of food portions. Employee performance in the café and restaurant business plays an important role because through employees, the relationship to find out what consumers want will be determined. With the ability to understand the desires of customers, it will make the services provided meet consumer expectations. The research types 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, employee performance (X) has positive influence on customer loyalty (Y). The result of hypothesis test by using T-Test, the value of tcount = 8.810. It means that hypothesis alternative is accepted because tcount (8.810) > ttable (1.985). Therefore, employee performance has significant influence to customer loyalty at Laurence Coffee Medan The conclusion of this research is employee performance has positive influence on towards on customer loyalty at Laurence Coffee Medan. This research can strengthen the theory about the influence of employee performance towards customer loyalty. Employee performance can be enhanced by the improvement of customer loyalty./ Permasalahan utama yang penulis bahas saat ini mengenai pengaduan yang disampaikan masih cukup sering dan hal ini menunjukkan bahwa kinerja pegawai masih belum optimal dalam bekerja.Performa pegawai yang masih kurang baik akan menimbulkan keluhan dan berdampak pada loyalitas konsumen. Yang berkunjung ke Laurence Coffee Permasalahan yang dikeluhkan adalah penyedap masakan, menu pemesanan yang dicampur dengan menu lainnya, pramusaji menjemput alat makan dan minum sebelum waktunya, kesalahan dalam membuat dan mengantarkan pesanan menu, waktu tunggu yang lama dan konsistensi porsi makanan. Kinerja karyawan pada bisnis café dan restoran memegang peranan penting karena melalui karyawan akan ditentukan hubungan untuk mengetahui apa yang diinginkan konsumen. Dengan kemampuan memahami keinginan pelanggan maka akan menjadikan pelayanan yang diberikan memenuhi harapan konsumen. 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 t. -uji. Berdasarkan hasil uji t kinerja karyawan (X) berpengaruh positif terhadap loyalitas pelanggan (Y). Hasil pengujian hipotesis dengan menggunakan Uji-T diperoleh nilai thitung = 8,810, artinya alternatif hipotesis diterima karena thitung (8,810)> ttabel (1,985) maka kinerja karyawan berpengaruh signifikan terhadap loyalitas pelanggan pada Laurence Coffee Medan. Kesimpulan dari penelitian ini adalah kinerja karyawan berpengaruh positif terhadap loyalitas pelanggan di Laurence Coffee Medan Penelitian ini dapat memperkuat teori tentang pengaruh kinerja karyawan terhadap loyalitas pelanggan, kinerja karyawan dapat ditingkatkan dengan peningkatan loyalitas pelanggan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Jenny, JennyNIM00000025056jennyharrislim@outlook.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorPolili, Andi WeteNIDN197309092001121001andi.polili@lecturer.uph.edu
Uncontrolled Keywords: employee performance, customer loyalty
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: Users 18914 not found.
Date Deposited: 17 Aug 2021 05:08
Last Modified: 18 Jan 2022 03:54
URI: http://repository.uph.edu/id/eprint/41601

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