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

Gohzali, Chelsea Hartanti (2021) The influence of service quality towards customer satisfaction at Sushi Tei Teuku Daud Medan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (681kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (385kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (990kB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (593kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (358kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (347kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)

Abstract

In this study, to investigate the condition of the influence of Service Quality towards Customer Satisfaction at Sushi Tei Teuku Daud Medan. The theory used is related to Hospitality, Service Quality, Customer Satisfaction. In this study, the method used by the author is a quantitative analysis method. The type of data used in this study are primary data and secondary data. Data was collected through interviews, documentation study and questionnaires distributed to customers. The total population is 295 customers and the sample in the study amounted to 75 customers. Method of sampling in this study using Accidental Sampling. The scale used to measure variables is the Likert scale. The value tcount (6.888) > ttable (1.993) and a significant value 0.000 <0.05, then Service Quality has influence toward Customer Satisfaction at Sushi Tei Teuku Daud. The coefficient of determination which can be seen from the results of the R square of 0.394 that customer satisfaction of 39.4% is explained by service quality and the remaining 60.6% is explained by other variables outside of this research, namely price, food quality, promotion. The conclusion in this study is the Service Quality has influence toward Customer Satisfaction at Sushi Tei Teuku Daud. The result of determination coefficient analysis showed that the value of R^2was 0,394, which means variable of service quality can be explained by variable of customer satisfaction earned reaching up to 39,4% while the remaining 60,6% were explained by other variables. For this reason, there must be put more attention to service quality in order to increase customer satisfaction. / Dalam penelitian ini, untuk menyelidiki kondisi kualitas pelayanan terhadap kepuasan7pelanggan di Sushi Teuku Daud Medan. Teori yang digunakan adalah terkait dengan keramahan, kualitas pelayanan, kepuasan pelanggan. Dalam penelitian ini, metode yang digunakan oleh penulis adalah metode analisis kuantitatif. Jenis data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Data dikumpulkan melalui wawancara, studi dokumentasi dan kuesioner dibagikan kepada pelanggan. Total populasi 295 pelanggan dan sampel dalam studi yang sebesar 75 pelanggan. contoh metode dalam studi ini menggunakan accidental sampling. Skala yang dipakai untuk mengukur variabel adalah skala Likert. Nilai tcount (6.888) > ttable (1,993) dan nilai yang signifikan 0.000 <0.05, kemudian Kualitas Layanan memiliki pengaruh terhadap kepuasan pelanggan di Sushi Teuku Daud. Koefisien penentuan yang dapat dilihat dari Hasil R kuadrat dari 0.394 bahwa kepuasan pelanggan dari 39,4% dijelaskan dengan kualitas pelayanan dan sisa 60,6% dijelaskan oleh variabel lain di luar penelitian, yaitu harga makanan, promosi. Kesimpulan dalam studi ini adalah kualitas pelayanan memiliki pengaruh terhadap kepuasan pelanggan di Sushi Tei Teuku Daud. Hasil analisis koefisien determinasi diperoleh nilai R^2 sebesar 0,394 artinya variable kualitas pelayanan yang dapat dijelaskan oleh kepuasan pelanggan adalah sebesar 39,4% sedangkan sisanya sebesar 60,6% dijelaskan oleh variable lainnya. Maka dari itu, kualitas pelayanan harus lebih diperhatikan untuk meningkatkan kepuasan pelanggan.

Actions (login required)

View Item